ITIL® Intermediate Service Operation Certification Exam Training

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The Importance of ITIL Service Operation

IT service management (ITSM) is a practice that enables organizations to deliver high-quality IT services with the objective of delighting customers. Information Technology Infrastructure Library (ITIL) is a globally-accepted framework for ITSM and draws from best practices in private and public organizations.

As an ITIL Intermediate Service Operation certified professional, you can contribute to the successful implementation of service operation in your organization. You will have the knowledge to rapidly restore services after incidents, ascertain the cause of the problem, spot recurring issues, manage routine end-user requests on a daily basis, and supervise service access. By building expertise in service operation, you can move up to the next level in your ITSM career.

Get Dinak Consulting Advantage
• PEOPLECERT accredited certification training
• Learn from an AXELOS Certified Partner
• 2-day intensive instructor-led classroom training program
• Expert trainer, interactive sessions with case studies
• 2 ITIL Intermediate Service Operation practice tests
• Exam fees included in the training course
• 21 PDUs certificate offered
• Copy of course content provided
• Classes across 108+ locations worldwide
• Instructor-led training that is always on schedule
• Global approvals and accreditations

Benefits of ITIL Service Operation Certification

According to career search portal PayScale.com, the average salary of ITIL certified professionals in UAE is in the range of
~ USD 67,000 to ~ USD 144,000; in USA, it is between
~ USD 81,000 and USD 127,000; in UK, it is between
~ USD 60,000 and USD 118,000; and in Australia, it is between
~ USD 86,000 and USD 109,000 (as on July 12, 2014).

Benefits of ITIL Service Operation Certification

An ITIL Intermediate Service Operation certification offers a number of benefits for your professional growth:
Enhances your career prospects
As a globally-recognized framework, ITIL helps organizations around the world to deliver high-quality IT services. With an ITIL Intermediate Service Operation certification, you can look forward to rewarding opportunities as a global ITSM professional and expand the scope of your career.

Sets your resume apart from co-workers and peers
The ITIL Intermediate Service Operation credential showcases your knowledge and skills in service operation, and that you are willing to invest in your continuous professional development. This makes your resume stand apart from those of your peers, in the eyes of recruiters.

Improves on-the-job professional competence
The ITIL Intermediate Service Operation certification training program equips you with the knowledge to handle daily IT operational issues efficiently, thus improving your professional competence. You can manage risks, face challenges and determine critical success factors in service operation.

Builds your ITSM knowledge base
One of the five modules in the ITIL Intermediate Service Lifecycle stream, the ITIL Intermediate Service Operation certification offers credits which can be used for moving up to the ITIL Expert certification. This module helps to build holistic knowledge of ITIL which is required for senior ITSM roles.

About Dinak Strategy Consulting LTD

Dinak Strategy Consulting Limited is a highly respected strategic process management firm operating in the knowledge industry and dedicated to building excellent delivery capacity in clients and organizations across Africa and beyond. Our goal is to detect, capture,, and develop ideas from within and beyond business with the potential to impact how our clients think about strategy and competitive advantage.

We offer courses in various categories such as Project Management, Business Analysis, IT Service Management, Agile Project Management, IT Security Management and Marketing. We have trained over 5,000+ professionals across Nigeria and are a trusted partner for large companies, small and medium businesses, and government organizations to deliver globally-recognized training and certification programs Dinak Consulting certification training programs are adhered to global standards such as ISACA, PMI, TUV SUD, AXELOS and CIM.

Target Audience
The ITIL Intermediate Service Operation certification is best suited for professionals in (but not limited to) the following roles:
• Release Manager
• Security Administrator
• Applications Support
• IT Operations Manager
• Database Administrator
• Problem Manager
• Service Desk and Incident Manager
• Network Support
• Security Manager

Eligibility Criteria
You need to satisfy the following criteria to be eligible for the ITIL Intermediate Service Operation certification examination:
• A participant should have cleared the ITIL Foundation certification examination
• Have 21 contact hours of instruction with an accredited training organization
• Basic IT literacy and around 2 years of IT experience are considered desirable

ITIL SO Course Overview
Introduction to Service Operation
• Purpose, objective, scope and value to business of service operation
• The context of service operation and service lifecycle
• Service operation fundamentals

Service Operation Principles
• Achieving balance in service operation
• Providing good service
• Involvement in other lifecycle stages
• Operational health
• Communication
• Documentation
• Service operation inputs and outputs

Service Operation Processes
• Purpose, objectives, scope and value to business of each process
• Policies, principles and basic concepts
• Process activities, methods and techniques
• Triggers, inputs, outputs and interfaces
• Critical success factors and KPIs
• Challenges and risks

Common Service Operation Activities
• Monitoring and control
• IT operations
• Server and mainframe management and support
• Network management
• Storage and archive
• Database administration
• Directory service management
• Desktop and mobile device support
• Middleware management
• Internet / web management
• Facilities and data center management
• Operational activities of processes covered in other lifecycle stages
• Improvement of operational activities

Organizing for Service Operation
• Functions
• Service desk function
• Technical management function
• Application management function
• Roles
• Service operation organizational structures

Technology Considerations
• Generic requirements
• Event management
• Incident management
• Request fulfillment
• Problem management
• Access management
• Service desk

Implementation of Service Operation
• Managing change in service operation
• Service operation and project management
• Assessing and managing risk in service operation
• Operational staff in design and transition
• Planning and implementing service management technologies

Challenges, Critical Success Factors, Risks
• Challenges
• Critical success factors
• Risks

ITIL® Intermediate Service Operation Certification Exam Training

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