Master IT Service Operations with ITIL Intermediate SOA – Optimize Service Management for Greater Efficiency!

Are you looking to enhance your understanding of IT service operations and optimize the delivery of
high-quality services? The ITIL Intermediate SOA (Service Operations) course from Encode-IT is
designed to help you master the critical aspects of service operations management. This course
focuses on managing and optimizing IT services in the operation phase of the ITIL lifecycle, ensuring
that services are delivered with consistency, efficiency, and reliability to meet both business and
customer expectations.

Course Overview
The ITIL Intermediate Service Operations (SOA) course explores the principles and practices of
managing IT service operations effectively. It covers key processes, functions, and roles involved in
service operation, such as event management, incident management, request fulfillment, problem
management, and access management. This course aims to provide a deep understanding of how to
ensure that IT services are delivered smoothly and meet the agreed-upon service levels. It also
emphasizes service operation’s role in supporting other areas of the ITIL lifecycle, ensuring the
continuous improvement of service delivery.

Ideal for IT professionals, service managers, and operations staff, this course helps you understand
how to efficiently run service operations and respond to changing business and customer needs. By
the end of this course, you'll be equipped with the skills to manage day-to-day IT operations and
improve the quality of service delivery.

Salary Scale in India
In India, ITIL-certified professionals in Service Operations are highly valued for their expertise in
optimizing service delivery and managing critical IT processes. For entry-level positions in IT service
operations, professionals can expect to earn between ₹7,00,000 and ₹10,00,000 annually. As
professionals gain experience and take on more senior roles such as service operation managers, the
salary range increases, with experienced professionals earning between ₹15,00,000 to ₹20,00,000
annually. With the increasing focus on IT service optimization and customer satisfaction, the demand
for ITIL SOA experts continues to rise, offering excellent career opportunities.

Placement Assistance & Certification
Encode-IT offers placement assistance to help you advance your career in IT service management.
Our support includes resume-building, job referrals, and interview coaching, ensuring that you are
well-prepared to land your ideal job. Upon successful completion of the course, you will receive the
ITIL Intermediate SOA Certification, a globally recognized credential that demonstrates your
expertise in managing IT service operations.

Course Curriculum

1. Introduction to Service Operations
 Overview of ITIL V3 Service Lifecycle and the Importance of Service Operations
 The Role of Service Operations in the ITIL Lifecycle
 Key Concepts and Objectives of Service Operations
 Service Operation’s Contribution to Service Strategy, Design, and Transition

2. Service Operation Processes
 Detailed Exploration of Key Service Operation Processes: Event Management, Incident
Management, Request Fulfillment, Problem Management, and Access Management
 Objectives, Activities, and Outcomes of Each Process
 Key Performance Indicators (KPIs) and Metrics for Each Process
 Integration of Service Operation Processes with Other ITIL Processes

3. Event Management
 Understanding Event Management and Its Role in Service Operations
 Identifying and Categorizing Events in IT Services
 Event Detection, Filtering, and Correlation Techniques
 Managing Event Responses and Creating Event-Related Actions
 Tools and Technologies for Event Management and Monitoring

4. Incident Management
 The Purpose and Objectives of Incident Management
 Incident Lifecycle: From Detection to Resolution
 Categorizing and Prioritizing Incidents for Effective Management
 Incident Logging, Investigation, Diagnosis, and Resolution
 Communication and Coordination with End Users During Incident Resolution

5. Problem Management
 The Role of Problem Management in Service Operations
 Identifying and Managing Problems and Root Causes
 Problem Detection, Analysis, and Resolution Techniques
 Proactive Problem Management vs. Reactive Problem Management
 Establishing a Known Error Database (KEDB) for Efficient Resolution

6. Request Fulfillment
 Defining and Managing Requests for Service in IT Operations
 Request Fulfillment vs. Incident Management: Key Differences
 Categorizing and Prioritizing Service Requests
 Automating Request Fulfillment and Managing User Access
 Best Practices for Handling Requests and Improving Efficiency

7. Access Management

 Overview of Access Management and Its Role in Service Operations
 Managing User Permissions and Access Control for IT Services
 Authentication, Authorization, and Account Management Techniques
 Tools and Techniques for Managing User Access and Security
 Integrating Access Management with Other ITIL Processes

8. Service Desk and Technical Management
 The Role of the Service Desk in Service Operations
 Managing Service Desk Functions and Enhancing User Experience
 Technical Management and Its Integration with Service Operations
 The Relationship Between the Service Desk and Other Support Functions

9. Managing Service Operation Teams
 Building and Managing Effective Service Operation Teams
 Roles and Responsibilities in Service Operations: Service Desk, Technical Support, and
Operations Teams
 Aligning Service Operation Teams with Business Objectives
 Effective Team Communication and Collaboration Strategies
 Performance Management for Service Operation Teams

10. Service Operation Functions
 Overview of Key Functions: Service Desk, Technical Management, IT Operations
Management, and Application Management
 Understanding the Objectives and Roles of Each Function
 Managing and Coordinating Between Functions for Smooth Service Delivery
 Ensuring Effective Knowledge Management within Service Operations

11. Continual Service Improvement (CSI) and Service Operations
 Integrating Service Operations with the Continual Service Improvement (CSI) Process
 Techniques for Identifying Areas for Improvement in Service Operations
 Implementing Changes and Optimizing Service Operations for Better Performance
 Measuring and Reporting on Service Operation Effectiveness
 Creating a Culture of Continual Improvement in Service Operations

12. Exam Preparation and Certification
 Review of Key Concepts, Processes, and Best Practices in ITIL SOA
 Focused Exam Preparation with Mock Exams and Practice Questions

 Strategies for Successfully Completing the ITIL Intermediate SOA Exam
 Final Q&A Session to Clarify Any Remaining Questions Before the Exam

Key Features of the Course:
 Comprehensive Curriculum: Learn the key processes and functions involved in IT service
operations, including event management, incident management, problem management, and
access management.
 Practical Insights: Gain practical experience in managing and optimizing IT service
operations for better service quality and efficiency.
 Expert Instruction: Learn from seasoned industry professionals who bring real-world
experience to the classroom.
 Certification Ready: Earn the ITIL Intermediate SOA Certification, a globally recognized
credential that showcases your expertise in IT service operations.
 Career Support: Encode-IT provides career guidance and placement assistance, including
resume-building, job referrals, and interview coaching, to help you land your ideal role.

Elevate Your Career with ITIL Intermediate SOA!
If you're ready to master the intricacies of IT service operations and improve the delivery of IT
services in your organization, Encode-IT’s ITIL Intermediate SOA course is the ideal choice for you.
Learn how to manage and optimize service operations effectively, ensuring that IT services meet
business objectives and customer expectations. Enroll today and become a certified expert in
Service Operations!