ITIL® INTERMEDIATE LEVEL - SERVICE OPERATION (SO) TRAINING & EXAM PACKAGE

Service operations principles – the factors that explain why systems and services are delivered in the way that they are and the value they provide to the business. Service operations processes – the way by which IT services are organised and delivered, such as event management, and using incident management to restore services quickly. Monitoring and control of IT operations to deliver the required services and to deliver corrective action when required. Management of the technology infrastructure in such a way that IT becomes an asset for service delivery, rather than a source of failure. Implementing a service desk and supporting structures to capture incidents and institute the remedial actions required. Identifying challenges and critical success factors, and creating plans that ensure they are all addressed according to ITIL® standards.