Training & Certifications


The ITIL® SO (Service Operation) course is part of the ITIL Intermediate Lifecycle stream. The course prepares candidates to take the ITIL Service Operation Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace. The Service Operation Certificate is a free-standing qualification but is also part of the ITIL Intermediate Lifecycle stream. It is one of the modules that leads to the ITIL Expert Certificate in IT Service Management (ITSM). The purpose of this module, exam, and certificate is to impart, test, and validate the knowledge on industry practices in IT Service Management as documented in the ITIL Service Operation publication.


At the end of the program, the participants will be able to :

  1. Understand the ITIL Service Operation
  2. Know and understand the Service Operation principles and processes
  3. Apply common Service Operation activities
  4. Organize for Service Operation
  5. Identify the challenges, critical success factors, and risks
  6. Implement ofService Operation

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, and IT security managers who require a detailed understanding of the ITIL Service Operation phase of the Lifecycle and the affected processes, functions and activities, and the application.


This program is 4 days of intensive training class.


An ITIL® Foundation certificate is required and preferably two years of work experience in an IT Service Management environment.


At the end of the program, the participants will be assessed with 90 minutes of ITIL®Service Operation Exam.


ITIL® Service Operation Certification will be awarded upon successfully passing the exam from APMG International (ITIL Accredited Examination Institute – UK)


  1. Introduction toService Operation
  2. Purpose and objectives
  3. Scope of Service Operation
  4. Context within theservice lifecycle
  5. Short summary of the lifecycle phases
  6. Service Operation Fundamentals
  7. The processes within Service Operation
  8. The function within Service Operation
  9. The value to the business
  10. The ITIL certification scheme
  11. The exam format
  1. Organizational issues including: Functions, Groups, Teams, Departments, Divisions, and Roles
  2. Achieving balance; stability versus responsiveness, internal versus external view, etc
  3. Providing service
  4. Involvement in Service Strategy, Design, Transition, and CSI
  5. Operational health
  6. Communication
  7. Documentation
  8. Inputs and outputs to the other lifecycle phases
  1. Event management
  2. Incident management
  3. Request fulfillment
  4. Problem management
  5. Access management
  1. Monitoring and control
  2. IT operations
  3. Mainframe management
  4. Server management
  5. Network management
  6. Storage and archive
  7. Database management
  8. Directory services management
  9. Desktop support
  10. Middleware management
  11. Internet/web management
  12. Facilities and data center management
  13. IT security management in relation to Service Operation
  14. Improvement activities
  15. Operational activities of processes covered in other lifecycle stages
  1. Functions
  2. Service desk
  3. Technical Management
  4. IT operations management
  5. Application management
  6. Roles and responsibilities
  7. Organizational structures
  1. Generic requirements
  2. Event management
  3. Incident management
  4. Request fulfillment
  5. Problem management
  6. Access management
  7. Service desk
  1. Managing change in Service Operations
  2. Service Operation and project management
  3. Assessing and managing risk in Service Operations
  4. Operational staff in design and transition
  5. Planning and implementing service management technologies
  1. Challenges for Service Operation managers
  2. Critical success factors
  3. Risks
  1. Business case study and exercises
  2. Sample exams
  3. Feedback
  4. Recap

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