Advance Your ITIL Skills with the ITIL Intermediate SO – The Path to Mastering Service Operations!

Ready to build upon your ITIL Foundation knowledge and specialize in one of the core areas of IT
Service Management? Encode-IT’s ITIL Intermediate Service Operations (SO) course is designed to
deepen your understanding of how to manage and optimize IT service operations, a critical
component for delivering high-quality IT services in any organization.

The ITIL Intermediate Service Operations (SO) course provides in-depth knowledge on the best
practices for managing the day-to-day operations of IT services. This course focuses on how to
deliver and support IT services in the operational phase of the ITIL Service Lifecycle. By mastering the
processes, roles, and functions of Service Operations, you’ll gain the skills necessary to drive
improved service delivery, greater efficiency, and higher customer satisfaction.

This course is perfect for IT professionals who are already familiar with the basics of ITIL and wish to
specialize in the Service Operations phase. It’s ideal for IT service managers, support staff, and
individuals involved in service desk operations, incident management, problem management, and
event management.

Salary Scale in India
As India’s IT industry continues to expand, organizations are increasingly looking for ITIL-certified
professionals specializing in Service Operations. Certified professionals with expertise in Service
Operations can expect competitive salaries, starting at ₹7,00,000 per annum for entry-level
positions. With more experience, especially in leadership or managerial roles, salaries can go up to
₹15,00,000 or higher annually.

Placement Assistance & Certification
At Encode-IT, we provide complete career support to help you land the job of your dreams. This
includes resume-building, job referrals, and interview coaching. Upon successful completion of the
course, you will receive the ITIL Intermediate SO Certification, validating your expertise in Service
Operations and enhancing your employability.

Course Curriculum

1. Introduction to Service Operations (SO)
 Overview of Service Operations and its Importance in the ITIL Lifecycle
 The Role of Service Operations in Service Delivery and Customer Satisfaction
 Key Objectives and Goals of Service Operations
 Understanding the Relationship Between Service Strategy, Service Design, Service Transition,
and Service Operations

2. Service Operations Processes
 Incident Management: The Process of Restoring Normal Service Operation Quickly
 Problem Management: Identifying and Managing the Root Cause of Service Disruptions
 Event Management: Detecting, Understanding, and Responding to Service Events

 Request Fulfillment: Managing Service Requests from End-Users
 Access Management: Ensuring Authorized Access to IT Services and Data

3. Service Desk and Other Functions in Service Operations
 The Role of the Service Desk in Service Operations and Customer Interaction
 The Different Types of Service Desks and Their Benefits
 Managing Service Desk Operations for Optimal Performance
 Integrating Service Desk with Other ITIL Functions and Processes
 Service Desk Metrics and Key Performance Indicators (KPIs)

4. Roles and Responsibilities in Service Operations
 Key Roles in Service Operations: Service Operations Manager, Incident Manager, Problem
Manager, Event Manager, etc.
 Understanding the Roles and Responsibilities of Each Position
 Developing Clear Role Descriptions and Accountability Structures
 Aligning Service Operations Roles with Organizational Goals and Objectives

5. Service Operations Functions
 Service Operation Functions: Technical Management, IT Operations Management, and
Application Management
 The Role of Service Operations Functions in ITIL Processes
 Aligning Functions with the Goals of Service Operations

6. Managing and Optimizing Service Performance
 Managing Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
 Measuring and Reporting on Service Performance
 Using Metrics to Drive Service Improvement and Operational Efficiency
 Best Practices for Managing Service Performance in the Service Operations Phase

7. Technology and Tools in Service Operations
 Overview of Tools and Technology to Support Service Operations
 IT Service Management (ITSM) Software: Choosing the Right Tools for Your Organization
 Automating Incident, Problem, and Request Management with Technology
 Integrating Technology to Improve Efficiency and Reduce Manual Work

8. Continual Service Improvement (CSI) in Service Operations
 How Service Operations Contributes to Continual Service Improvement
 The Role of CSI in Enhancing Operational Efficiency

 Techniques for Identifying Improvement Opportunities within Service Operations
 Using Metrics and KPIs to Drive Continuous Improvement

9. Challenges and Risks in Service Operations
 Common Challenges and Risks Faced During Service Operations
 Risk Management Strategies in Service Operations
 Identifying Potential Issues Before They Impact Service Delivery
 Handling High-Impact Incidents and Problems Effectively

10. Exam Preparation and Certification
 Review of Key Topics Covered in the Course
 Key ITIL Service Operations Concepts to Focus on for Exam Success
 Mock Tests and Practice Questions to Help Prepare for the ITIL Intermediate SO Exam
 Final Review and Q&A Session to Address Any Remaining Questions

Key Features of the Course:
 Comprehensive Curriculum: Learn everything about ITIL Service Operations, including key
processes, roles, functions, and how to manage day-to-day service delivery effectively.
 Hands-On Learning: Gain practical insights into real-world service operations scenarios and
how to implement best practices in your organization.
 Expert Guidance: Receive training from ITIL-certified professionals who have extensive
industry experience in service operations.
 Certification Ready: On successful completion, earn the globally recognized ITIL
Intermediate SO Certification, showcasing your expertise in Service Operations.
 Career Support: Access Encode-IT’s career support services, including resume-building,
interview coaching, and job referrals, to help you succeed in the IT service management
field.

Take Your Career to the Next Level with ITIL Intermediate SO!
Ready to specialize in Service Operations and take your IT career to new heights? Enroll in Encode-
IT’s ITIL Intermediate SO course today and become an expert in managing and optimizing IT services.
With ITIL’s best practices in service operations, you’ll drive service excellence, improve efficiency,
and ensure customer satisfaction. Join us now and earn your ITIL Intermediate SO Certification!