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Education Bureau Registration No.:575690

ITIL® Intermediate Qualification


ITIL® Intermediate Qualification: Service Operation Certificate (SO)

(earn 3 point towards the ITIL® Expert Certification, updated to the latest ITIL® 2011 edition)

Why ITIL® Intermediate Certification: Service Operation (SO)?
1. Thousands of candidates are ITIL® Foundation certified - you want to stand out in the crowd
2. ITIL® Intermediate Certification: Service Operation (SO) will not expire.
3. As a standing point towards the ITIL® Expert certification (required 22 points, the certificate is worth 3 points). (Read more ...)
4. To claim PDU for PMP®.
Why Great Learning?
1. We are the IT soft skill specialist, highly experienced in delivering complicated and conceptual knowledge in an effective way.
Great Learning is an ITIL® Accredited Training Organisation.


  Course Objectives:    

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  • Introduction to Service Operation
  • Service Operations Principals
  • Service Operation Processes
  • Common Service Operation Activities
  • Organising Service Operation: Functions
  • Technology Considerations
  • Implementation Considerations
  • Challenges, Critical Success Factors and Risks.
  Target Students:    
  The main target group for the ITIL® Intermediate Qualification: Service Operation Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of operation activities within the Service Lifecycle.
  Course Duration:    
  21 hours    
  Cantonese with English terms    
  Those who are ITIL® v3 or 2011 Foundation Certified    
  ITIL® Approved Trainer    

Course Contents:


Learning Unit SO01: Introduction to Service Operation
• The processes and service lifecycle phases that Service Operation interfaces with
• The fundamental aspects of Service Operation and be able to define them

Learning Unit SO02: Service Operation Principles
• How Service Operation is organized in relation to Functions, Groups, Teams, Department and
• How an organization can achieve balance when dealing with internal verse external organizational
focus, identifying the issues related to organizations who operate at the extremes of these
• What “Operational Health” means, specifically addressing examples of “Self Healing Systems” and
the processes used by them
• The creation, components and implementation of a complete communication strategy to be used
with Service Operations

Learning Unit SO03: Service Operation Processes
• The use of and interaction of each of the five key processes that make up Service Operation
• The value to the business that each of the Service Operation processes contributes
• The use of and interaction of all other lifecycle operational activities that contribute to Service

Learning Unit SO04: Common Service Operation Activities
• The difference between a Technology Centric and a Business Centric organization, the five levels
of maturity and how Service Operation can be used to move towards increasing the Business
Centric focus
• How the activities identified in this unit support Service Operation and provide a detailed model of
how to integrate them into a Service Operation organization

Learning Unit SO05: Organizing Service Operation
• The objective, activities and roles of each of the four functions identified in this unit and how to
build a Service Operation model based on these functions
• Service Operation roles and responsibilities, where and how they are used as well as how a
Service Operation organization would be structured to use these roles

Learning Unit SO06: Technology Considerations
• The technology that supports Service Operation, where and how these can be used
• The technology required to support each of the Service Operations processes and functions: Event
Management, Incident Management, Request Fulfillment Problem Management, Access
Management and Service Desk

Learning Unit SO07: Implementation Considerations
• Strategies and models for managing Change in Service Operation and how to implement this
activity within an organization
• Implementing Service Operation technologies within a company
• How to assess and manage risk with in a Service Operation group including the interaction that
needs to occur with the Service Design and Service Transition personnel

Learning Unit SO08: Challenges, Critical Success Factors and Risks
• The challenges and risks (e.g. staff, funding, management, etc.) related to Service Operation and
the details behind how each challenge can be addressed
• The Critical Success Factors (CSFs) related to Service Operation as well as a detailed model for
measuring and monitoring Service Operation CSFs

  Accredited notes, exercise, and sample questions    
  HK$ 8,200 - Examination fee: HK$ 3,600 included    

Fee: included
Format: multiple choice, scenario-based, gradient scored questions. Closed book
Number of Questions: 8
Pass Score: 28/40 or 70%
Delivery: organized by Great Learning Education Centre
Exam Duration: 120 minutes

Paper and E-certificate will be granted after candidate passed the exam.

  Enrollment for ITIL® Intermediate Qualification: Service Operation Certificate (SO)    

Class (confirmed):
16, 23 February, 2 March 2019 (Saturday) Wanchai
1:00 - 8:00 p.m.
HK$ 8,200 (include HK$3,600 exam fee)

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