ITIL® Service Operation

A 4-day public or private CLASSTRAINER course, self-paced CLOUD TRAINER DIY


The ITIL® Service Operation course provides, tests and validates knowledge on industry practices in service management as documented in the ITIL® Service Operation publication.

The ITIL® Service Operation course and associated examination are free-standing and forms part of the ITIL intermediate lifecycle stream.

It is one of the modules that leads to ITIL® Expert Certificate in IT Service Management and carries a credit value of 3 points.


Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this ITIL® Service Operation certificate:

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

Who should attend?

The course and examination are suitable for:

  • Individuals who require a detailed understanding of the ITIL service operations stage of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
  • IT professionals working within or about to enter a service operations environment and requiring an understanding of the concepts, processes, functions and activities involved
  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
  • Individuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.


Students wishing to attend this course and take the examination must fulfil the following requirements:

  • Hold the ITIL Foundation Certificate in IT Service Management (or equivalent) which must be presented as documentary evidence to gain admission
  • Attend an accredited training course

In addition, it is desirable that students have a basic IT literacy and around 2 years IT experience.


The course is delivered in accordance with an accredited course syllabus and certification process. It combines tutorials, practical exercises and examination practice, reinforced through the trainers proven implementation track record.


The course will cover:

Introduction to service operation

The core concepts and terminology of service operation in relation to the execution and co-ordination of the activities and processes required to deliver, manage and support services at agreed levels to business users and customers

Service operation principles

Service operation principles and all aspects related to operations including achieving balance in service operations, providing good service, involvement in other lifecycle stages and operational health

Service operation processes

The managerial and supervisory aspects of the ITIL processes covered in the service operation stage, excluding the day-to-day operation of the processes (covered in the Operational Support and Analysis Capability module)

Common service operation activities

The activities commonly performed in service operation

Organizing for service operation

The organization of service operation through the service operation functions of service desk, technical management, IT operations management and application management, mapping these functions to roles, responsibilities and activities as well as organizational structures

Technology considerations

This unit covers technology as part of implementing service management process capabilities and the special technology functions and features that are related to service operation practices

Implementation of service operation

How implementation considerations contribute to service operation

Challenges, critical success factors and risk

The challenges and risks facing service operation and how critical success factors (CSFs) contribute to service operation


Delegates will be issued with a course workbook, in-course hand-outs and other relevant material.


The qualification is based on a 90 minute closed-book examination of 8 complex, scenario based multiple choice questions. Successful delegates will be awarded the ITIL Intermediate Qualification: Service Operations Certificate.

The qualification is free standing, but also counts as 3 credits towards the ITIL Expert Certification.

Delivery Options

CLASSROOM-TRAINER (Public) – A public schedule of classroom based training events
CLASSROOM-TRAINER (Private) – Onsite, private training courses for individual organizations and their staff (contact us for a quote)

E-learning solution (CLOUD-TRAINER (DIY)) – Online Self Study courses
with mentoring support


Course Delivery Option Course Fee (Excl VAT) Examination Fee (Excl Vat) Total (Excl Vat)
CLASSROOM -TRAINER (Public)               –            –             –
CLOUD-TRAINER (Online)                –            –              –
CLASSROOM-TRAINER (private) Contact us