International Institute for Learning, Inc.
Service Management for IT Professionals
Service Operation (SO)
An ITIL® Service Lifecycle Course
Course No.: 8651
Duration: 3 Days including official APMG certification exam on third day
Credits: 21 PDUs / 2.1 CEUs / 21 CDUs
IIL Virtual Classroom
Course No.: 1011
Duration: Six 3.5-hour sessions
Credits: 21 PDUs / 2.1 CEUs / 21 CDUs
  • The ITIL Foundation Certification in IT Service Management or the Foundation Bridge equivalent 1
  • Two to four years of professional experience within Service Management as well as defined experience in at least one of the SO processes or functions is highly desirable.
  • Approximately 21 hours of preparatory reading of the Service Operation publication is expected prior to attending the course.
  • Approximately 90 minutes of study per evening during the course consisting of content review and sample exam questions is required by those who wish to pass the exam.
Course Level: Intermediate/Advanced

The SO course builds on the general principles covered as part of the ITIL Foundation course. It is intended for individuals who work in the service operational environment and who require a deeper understanding of the underlying concepts, the processes and functions involved and the management activities – and how they may all be used to enhance overall service quality and service provision during the Service Operation phase of the ITIL Service Lifecycle as an integral part of the overall business-focused Service Management framework.

About the Program
This course is one of the Intermediate Level certification courses and is recommended for individuals who require a deeper understanding of the SO element of the ITIL Service Lifecycle and how it may be implemented to enhance the quality of ITSM within an organization. The main focus of this course is on the managerial and control aspects of the operational environment. This course has a number of study units with practical application to reinforce the knowledge gained.

Who Should Attend
It is important for you to attend if you are:

  • An IT professional working in roles associated with operational management within a service-based business model
  • Seeking the ITIL Expert level certification in ITSM for which these are prerequisite modules or
  • Seeking to progress towards the ITIL Master standing in ITSM for which the ITIL Expert certification is a prerequisite.

Course Overview

The Service Lifecycle and Service Management as a practice

  • Explain the Service Lifecycle and the objectives and business value for each phase in the lifecycle
  • Describe and articulate “service” and be able to explain the concept of Service Management as a practice

Service Operation Principles

  • Identify the main principles and guidelines that influence the performance of SO processes and functions, focusing on the underpinning management of all operational activities

Common Service Operation Activities

  • Analyze the roles and responsibilities of each of the activities (e.g., Monitoring and Control, Network Management, Storage and Archive, Desktop Support, Middleware Management, etc.), their management and their input to all lifecycle phases

Service Operation Processes

  • Interpret the managerial and supervisory aspects of the SO processes as well as the operational activities shared across the lifecycle. Other areas of discussion include the activities, responsibilities and authorities of the roles involved, and the information management requirements, challenges, critical success factors and risks within each of the processes. The processes include Event Management, Incident Management, Request Fulfillment, Problem Management and Access Management.

Organizing Service Operations

  • Examine the role, objectives, organizational structures, staffing and metrics for all the ITIL SO functions. The functions include Service Desk, Technical Management, IT Operations Management (IT Operations Control & Facilities Management) and Application Management.

Note:In-depth discussions around the operational activities of each process/function are part of the Operational Support and Analysis (OSA) course.

Implementation Considerations

  • Demonstrate the use of technology in supporting Service Management and the SO processes and functions and explore concepts that have an impact on its planning and implementation.

ITIL SO Exam* (90 minute, eight (8) multiple-choice, scenario-based, gradient-scored questions)

  • Successful completion of this course and exam provides 3 points of the necessary 15 electives to achieve the ITIL Expert certification (2 points for Foundation and 5 points for Managing Across the Life Cycle are mandatory).

Note:The Lifecycle course, Service Operation, and the Capability course, Operational Support & Analysis, have a significant amount of overlap of topics and therefore, in the interests of achieving the broadest possible education, it is NOT recommended that both feature in the selection of courses taken in order to acquire the points necessary for the award of ITIL Expert status – even though all points acquired will be credited.

*Important Note for Virtual Course Participants: The ITIL SO exam is not available in a virtual format. As a result, separate arrangements must be made by the participant to schedule this exam. Various options are available depending on the participants’ geographic location. Please contact your sales representative for further details.

ITIL® is a registered trade mark of AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited. The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited.

1 Course registrants must provide a scanned copy of their ITIL Foundation Certificate (or ITIL v2 Foundation plus ITIL Foundation Bridge Certificates) before they may attend the course. Certificates should be emailed to Providing just certificate numbers is not acceptable to the accrediting Examination Institute.

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