ITIL® Service Operation (SO)

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About this Course

Based on the Service Operation publication of the ITIL® library, this Lifecycle course looks at the whole Service Operation stage at a management level. This critical and highly visible ensures that services in the live environment continually meet agreed service level requirements. It is in this stage that the customer realizes the value of the service. This course explores the high level goals, objectives, processes, common activities and technologies needed to deliver and support high quality services. The course culminates with the ITIL® Intermediate Service Operation certification examination.

Embedded into the three (3) day Service Operation course is our unique virtualization, Living the Lifecycle®. Woven through all ITSM Academy's ITIL® Certification classes, this virtualization brings concepts and processes to life. Within a virtual business environment, as a group, we introduce a service and then follow it from strategic decision through implementation.

This virtualization successfully enables active learning by encouraging the participants to:

  • Discuss and understand pure ITIL® concepts
  • Apply concepts to a “neutral” real world situation
  • Learn different perspectives
  • Reinforce examinable concepts

Audience Profile

Anyone involved in managing Service Operation activities including:

  • Service Desk Managers
  • Incident and Problem Managers and process owners
  • Data Center and Monitoring Managers
  • Infrastructure Managers
  • Network Managers and systems administrators
  • Business and IT consultants involved in the high level implementation of Service Management processes
  • Individuals seeking to achieve the ITIL® Expert™ or ITIL® Master qualification

At Course Completion

Upon completing this course, students will be able to:

  • Introduction to Service Operation
  • Service Operations Principals
  • Service Operation Processes
  • Common Service Operation Activities
  • Organizing Service Operation: Functions
  • Technology Considerations
  • Implementation Considerations Challenges, Critical Success Factors and Risks
  • Coordinate and deliver key activities and processes required to provide and manage services at agreed levels to the business, users and customers
  • Manage the technology and toolsets that are used to deliver and support services
  • Manage, measure, control and provide feedback on improvements in the day to day operations
  • Monitor performance, assess metrics and gather data to input into the Continual Service Improvement Process Area


The ITIL® Foundation Certification in IT Service Management - obtained through ITIL® V3 Foundation or Foundation Bridge Course

Learners must complete at least 21 hours of personal study by reviewing the Service Operation publication.

Exam & Certification:

Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL® Intermediate Qualification: Service Operation Certificate.

ITIL® Expert: Earn 3 credits of the 22 required to achieve the ITIL® ExpertCertification.

Project Management Institute (PMI) Professional Development Units (PDUs):  ITSM Academy is recognized by PMI as a Global R.E.P. Project Management Professionals earn 22 contact hours or PDUs upon completion of this course.

ITIL® is a registered trade mark of AXELOS limited.

IT Infrastructure Library® is a registered trade mark of AXELOS limited.

 All ITIL® courses are offered by Service Management Dynamix and ITSM Academy.

Course Outline

  • Introduction
  • Service Operation Principals
  • Service Operations Processes Part 1
  • Service Operations Processes Part 2
  • Common Service Operation Activities
  • Service Operations Processes Part 1
  • Common Service Operation Activities
  • Operating Service Operation
  • Technology Considerations
  • Implementing Considerations
  • Implementing of Service Operations
  • Exam Prep / Mock