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ITIL Inter - Service Operation

The ITIL Service Operation course is one of the five modules that make up the ITIL Intermediate "lifecycle stream".

Successful completion of the course and exam provides delegates with a Certificate in its own right and 3 ITIL credits towards the ITIL Expert qualification.

This ITIL Intermediate course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus.

The course covers the management and control of the activities and techniques within the Service Operation stage of the ITIL lifecycle but not the full detail of each supporting process. [Comprehensive details of the processes from Service Operation are mostly covered in the Operational Spport and Anlysis capability course.]

The course looks at the concept of Service Operation a practice and at the interfaces between Service Operation and other stages of the ITIL Service Lifecycle.

The Service Operation ourse is primarily for IT Managers and Practitioners involved in the strategy, design, implementation and on-going support of business IT services. It is also suitable for those interfacing with information systems who require an insight into Service Management best practice. This may include Business Analysts, Business Relationship Managers, Project and Programme staff.


Bundle Offer   ITIL Expert Bundles from £1,995 - More Details


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Learning Objectives

Succesful delegates will understand:

• Introduction to service operation
• Service operation principles
• Service operation processes
• Common service operation activities
• Organizing for service operation: functions
• Technology considerations
• Implementation of service operation
• Challenges, critical success factors and risks.

 Delegates will be fully prepared for the ITIL Service Operation examination which is taken at the end of the course.


ITIL Foundation Certificate in IT Service Management (V3 or 2011 versions)

Basic IT literacy and 2 years' IT experience are recommended.

Course Content

Introduction to service operation
The purpose, objectives and scope of service operation
The value to the business
The context of service operation in the ITIL service lifecycle
The fundamental aspects of service operation and the ability to define them

Service operation principles
The conflict between maintaining the status quo and adapting to changes in business needs
Involvement in other lifecycle stages
Understanding operational health
The need for good documentation and communication including a communication strategy
Service operation inputs and outputs

Service operation processes
The use, interaction and value of each of the service operation processes
Event management, incident management, request fulfilment, problem management, & access management.

Common service operation activities
How the common activities of service operation are co-ordinated
Management of the technology that is used to deliver and support the services
Monitoring, reporting and control of the services
The contribution of the operational activities of processes covered in other lifecycle stages
Opportunities to improve the operational activities

Organizing for service operation
The role, objectives and activities of each of the four functions of service operation
Service desk, technical management, IT operations management, and application management
Service operation roles and responsibilities, where and how they are used
How a service operation organization would be structured to use these roles

Technology considerations
Technologies that support service management across all lifecycle stages
The specific technology required to support the service operation processes and functions.

Implementation of service operation:
Specific issues relevant to implementing service operation including managing change and risk 
Planning and implementing service management technologies within a company

Challenges, critical success factors and risks:
Challenges (e.g. engagement with staff outside service operation, justifying funding)
Critical success factors (e.g. management and business support, staff retention)
Risks (e.g. loss of service)

Exams & Certification

ITIL Lifecycle Certificate in Service Operation

The exam is taken on the final day of the course:

Format:   8 multiple choice, scenario based, gradient scored questions
Duration:   90 minutes
Open Book:   No
Pass Mark:   28/40 or 70%

Successful candidates are awarded 3 ITIL Credits which contribute towards achievement of ITIL Expert

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