ITIL Intermediate Service Operation

ITIL Intermediate Service Operation (SO) Training and Certification

Course Introduction:

The ITIL V3 Service Operation course is a part of the ITIL Intermediate Lifecycle stream. It is one of the modules that leads to ITIL V3 Expert. The ITIL Service Operation course ensures that participants have detailed understanding of managing services on a day to day basis. This ITIL Intermediate training course provides candidates with the knowledge about managing incidents, problems, monitoring and controlling the IT infrastructure. This certification program is intended to make participants equipped with all that is needed to handle operational challenges.

Course Duration:
3 days

What will you learn from ITIL Service Operation training course?

The ITIL Service operation training and certification course is oriented towards providing candidates with all the key concepts, principles and processes of the service operation stage. We adopt the teaching methodology that gives participants ample time for group discussions, case studies and ensure that they are fully prepared for the certification exam as well as the real life challenges in the organization. The primary learning outcomes include the following:

  • An understanding of Service operation principles 
  • Detailed understanding of Service operation processes including incident management, problem management, event management, request fulfilment and access management
  • Know about the Common service operation activities like server management, datacenter management, mainframe management, network management, monitoring and control and many more
  • Understanding the functions including service desk, technical management, IT Operations management and applications management
  • Understand the role of technology and the challenges as well as success factors required for implementing Service operation in an organization


ITIL Foundation is Must

Target audience for ITIL Service Operation Training course:

This course is appropriate for anyone working in IT service management domain as well as anyone interested in taking up an operations role. The list of target roles includes the following:

  • Technical managers
  • Security Administrators
  • Applications Support Team
  • IT Operations Manager
  • Database Administrator
  • Problem Manager
  • Service Desk and Incident Manager
  • Network Support

Exam details for ITIL Service Operation certification:

  • Multiple choice examination questions
  • Scenario based exam
  • Eight questions per paper
  • 28 marks required to pass (out of 40 available) – 70%
  • 90 minutes’ duration
  • Closed book

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
    • How an understanding of the basic conflict between maintaining the status quo and adapting to changes in business needs can lead to better service operation 
    • Other service operation principles including: 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
  • Event management 
  • Incident management
  • Request fulfillment 
  • Problem management
  • Access management


  • Common service operation activities
  • How the common activities of service operation are co-ordinated for the ongoing management of the technology that is used to deliver and support the services 
  • How monitoring, reporting and control of the services contributes to the ongoing management of the services and the technology that is used to deliver and support the services 
  • How the operational activities of processes covered in other lifecycle stages contribute to service operation 
  • How IT operations staff should look for 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 as well as how a service operation organization would be structured to use these roles


  • Technology considerations
  • The generic requirements of 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 in service operation; assessing and managing risk in service operation; operations staff involvement in service design and service transition 
  • Planning and implementing service management technologies within a company


  • Challenges, critical success factors and risks
  • The challenges (e.g. engagement with staff outside service operation, justifying funding), critical success factors (e.g. management and business support, staff retention) and risks (e.g. loss of service) related to service operation