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ITIL® Intermediate Service Operation (SO) Certification Training

Course Description:

This course immerses learners in the overall concepts, processes, policies and methods associated with the Service Operation phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Operation stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL® best practice and positions the student to successfully complete the associated exam.

The Service Operation module is one of the ITIL® Service Lifecycle modules, and will be of interest to candidates looking to focus on the use of process and practice elements used, and the management capabilities needed to deliver quality Service Management practices.

 Course Objective:

Upon completion of this course and examination, the learner will gain competencies in

  1. Understanding Service Management as a Practice and Service Design principles, purpose and objective
  1. Understanding how all Service Operation processes interact with other Service Lifecycle processes
  1. The sub processes, activities, methods and functions used in each of the Service Operation processes
  1. The roles and responsibilities within Service Operation and the activities and functions to achieve operational excellence
  1. How to measure Service Operation performance
  1. Understanding technology and implementation requirements in support of Service Operation
  1. The challenges, critical success factors and risks related with Service Operation

Target Audience:

The main target group for the ITIL Intermediate Qualification: Service Operation Certificate includes, but is not restricted to:

Chief information officers (CIOs)

Chief technology officers (CTOs)


Supervisory staff

Team leaders

Service designers

IT architects

IT planners

IT consultants

IT audit managers

IT security managers

ITSM trainers involved in the ongoing management, co-ordination and integration of operation activities within the service lifecycle

Individuals who require a detailed understanding of the ITIL service operation 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 operation 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

Eligibility :

To be eligible for the ITIL Intermediate Qualification: Service Operation examination, the candidate must have fulfilled the following requirements:

  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
  • A basic IT literacy and around 2 years IT experience are highly desirable
  • Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications– see Prerequisite Entry Criteria on p5)
  • It is also recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Service Operation publication in preparation for the examination, specifically Chapter 2: Service management as a practice