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ITIL® Service Operation Training


In order to provide effective and efficient delivery and support of key services and to ensure fair value for the customer and service provider, IT departments must successfully implement ITIL Service Operation best practices. In this course, you learn how to plan, implement and optimize the Service Operation processes and gain the skills required to take the ITIL® Intermediate Qualification: Service Operation Certification Exam.

Learning Objectives

  • Applying the Incident Management Lifecycle to quickly restore normal operation
  • Enabling internal customers to use a service while protecting against unauthorized access
  • Preventing recurring problems and resulting incidents with effective Problem Management
  • Ensuring decision-making that balances stability vs. responsiveness and quality vs. cost
  • Prepare for and take the ITIL Intermediate Qualification: Service Operation Certification Exam
  • Plan key activities for Service Operation processes
  • Maintain stability in Service Operations while allowing for changes in design, scale, scope and service levels
  • Support operations through new models and architectures such as shared services
  • Evaluate Service Operations processes with critical success factors and key performance indicators

Course Outline

  • Introduction and Overview
  • Balancing conflicting goals
  • Core Service Operation Processes
  • Primary ITIL processes within Service Operation
  • Operational activities of other ITIL processes
  • Common Service Operation Activities
  • Monitoring and control of IT operations
  • Management of the infrastructure
  • Operational aspects of processes from other lifecycle phases
  • Organizing for Service Operation
  • Mapping Service Operation functions to activities
  • Service Operation structure
  • Key functions of the Service Desk
  • Structuring the Service Desk
  • Technology Related Issues
  • Implementation Challenges and Risks

Target Group

  • Individuals who require a detailed understanding of the ITIL Service Operation phase of the ITIL core 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 Operation environment and requiring an understanding of the concepts, processes, functions and activities involved
  • Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite


ITIL Foundation Certificate in IT Service Management and completion of an accredited Course from an ITIL Accredited Training Provider.


Type: 8 Complex Multiple choice, scenario based questions
Duration: 90 minutes.
Proctored: Yes
Open Book: No
Pass Score: 70%, 28 out of 40
Delivery: Online

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