SijisonTraining

ITIL Intermediate SO 

Overview and Intro


In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the service operation phase of the service lifecycle. You will focus on service operation purpose, principles, processes, activities, functions, enabling technology, and implementation considerations. This course utilizes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam. The exam will be offered on the last day of the course at 3:00 pm.

The main process focus areas of this course include:
• Event management
• Incident management 
• Problem management 
• Request fulfillment 
• Access management


+ FREE Refreshment: Tea, Coffee, Cakes, Snacks and light Lunch.
+ FREE Access to Video clips
+ FREE Access to Online Material Course Content


Video Preview
Download PDF
Download PDF
Download PDF
Price: N90,000

Schedule and Venue

Week-Ends: 4 days – 2 weekends (Sat/Sun) from 12.01pm – 5.00pm.
Week-Days: 6 days – 2 weeks (Tue, Wed & Thurs) from 5.30pm – 7.30pm.
Training Type: Classroom Instructor –led Training

Lagos Venue: 3, Faramobi Ajike Street, Off Bush Street, Anthony Village, Lagos
PortHarCourt Venue: 6, Erabor Close, PortHarcourt. Rivers
Abuja Venue: 8 River Trent Street, Off Thames Street, Maitama, Abuja

Start & End Date: See Week-Day Calendar and Week-End Calendar

Course Outline

1. Service Operation Practices
• Purpose and Objectives of Service Operation
• Scope of Service Operation
• Context of Service Operation in the Service Lifecycle
• Business Value of Service Operation
• Fundamentals

2. Service Operation Principles
• Achieving Balance in Service Operation
• Providing Good Service
• Operations Staff Involvement in Other Lifecycle Stages
• Operational Health
• Communication
• Documentation
• Service Operation Inputs and Outputs

3. Event Management Process
• Purpose, Objectives, and Scope
• Business Value
• Policies, Principles, and Basic Concepts
• Process Activities, Methods, and Techniques
• Triggers, Inputs, and Outputs
• CSFs and KPIs
• Challenges and Risks

4. Incident Management Process
• Purpose, Objectives, and Scope
• Business Value
• Policies, Principles, and Basic Concepts
• Process Activities, Methods, and Techniques
• Triggers, Inputs, and Outputs
• CSFs and KPIs
• Challenges and Risks

5. Problem Management Process
• Purpose, Objectives, and Scope
• Business Value
• Policies, Principles, and Basic Concepts
• Process Activities, Methods, and Techniques
• Triggers, Inputs and Outputs
• CSFs and KPIs
• Challenges and Risks

6. Request Fulfillment Process
• Purpose, Objectives, and Scope
• Business Value
• Policies, Principles, and Basic Concepts
• Process Activities, Methods, and Techniques
• Triggers, Inputs, and Outputs
• CSFs and KPIs
• Challenges and Risks

7. Access Management Process
• Purpose, Objectives, and Scope
• Business Value
• Policies, Principles, and Basic Concepts
• Process Activities, Methods, and Techniques
• Triggers, Inputs, and Outputs
• CSFs and KPIs
• Challenges and Risks


8. Common Service Operation Activities
• Monitoring and Control
• IT Operations
• Server and Mainframe Management and Support
• Network Management
• Storage and Archive
• Database Administration
• Directory Services Management
• Desktop and Mobile Device Support
• Middleware Management
• Internet/Web Management
• Facilities and Data Center Management
• Operational Activities of Processes in Other Lifecycle Stages
• Improvement of Operational Activities

9. Service Desk Function
• Role, Objectives, and Organizational Structures
• Service Desk Staffing and Environmental Considerations
• Key Considerations for Outsourcing the Service Desk
• Key Roles Supporting the Service Desk

10. Technical Management Function
• Role, Objectives, and Activities
• Relationship Between Technical Design and Technical Maintenance and Support
• Metrics to Measure Technical Management
• Key Technical Management Documentation
• Roles Supporting Technical Management

11. IT Operations Management Function
• Role, Objectives, and Activities
• Metrics to Measure IT Operations Management
• Key IT Operations Management Documentation
• Roles Support IT Operations Management

12. Applications Management Function
• Role, Objectives, and Activities
• Principles of Application Management
• Application Management Lifecycle
• Metrics to Measure Applications Management
• Key Applications Management Documentation
• Roles Supporting Applications Management

13. Service Operation Organizational Structures
• Different Approaches to Organizing Functions
• Advantages and Disadvantages of Each Organizational Approach

14. Technology and Implementation Considerations
• Generic Technology Considerations
• Event Management Technologies
• Incident Management Technologies
• Problem Management Technologies
• Request Fulfillment Technologies
• Access Management Technologies
• Service Desk Technologies
• Managing Change in Service Operation
• Service Operation and Project Management
• Assessing and Managing Risk in Service Operation
• Operational Staff Involvement in Service Design and Service Transition
• Planning and Implementing Service Management Technologies
• Challenges of Service Operation
• CSFs of Service Operation
• Risks of Service Operation

15. Exam Preparation/Mock Exam

Video Preview
Download PDF
Download PDF
Download PDF
Price: N90,000


Enroll and Register Now:

First/Last Name *

Invalid Input
Email Address *

Invalid Input
Phone Number *

Invalid Input



Course *

Invalid Input
Location *

Invalid Input
Payment *

Invalid Input
GT Bank
YOU ARE HERE: ITIL/ITSM ITIL Intermediate SO