ITIL® Intermediate - Service Operation

Course Description

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.


Course Objective

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

  • Understand the ITIL Service Operation
  • Know and understand the Service Operation principles and processes
  • Apply common Service Operation activities
  • Organize for Service Operation
  • Identify the challenges, critical success factors, and risks
  • Implement ofService Operation

Target Audience

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.


Course Outline

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