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ITIL® Service Operation Training Course

Understand The Processes Required To Deliver Live Services To The Business


Following the successful launch of ITIL® 4, with the higher modules from the Managing Professional and Strategic Leader streams establishing themselves in the market - AXELOS has taken the decision to stop offering the previous version of the World’s leading certification in IT Service Management, ITIL® V3, by the end of 2021.

There will be a phased approach to discontinuing the Foundation and Intermediate examinations to allow you enough time to complete your ITIL® V3 Intermediate level certifications, so you can accumulate enough credits to qualify for the Transition examination.

Please Note: The confirmed timings are as follows:

  • ITIL® V3 Foundation – discontinued as of 1 July 2021
  • ITIL® V3 Intermediates – discontinued as of 1 Jan 2022
  • ITIL® MALC - discontinued as of 1 Jan 2022
  • ITIL® 4 Managing Professional Transition (English) - discontinued as of 1 July 2022

Our ITIL® Service Operation training course (SO) focuses on how you can deliver value to your customers and users by managing service operation processes and activities.

Our three-day Intermediate level Service Operation training course will help you to understand the IT Service Management (ITSM) processes and functions needed to keep IT services up and running in the most efficient and effective manner, including Incident, Problem, Access and Event Management plus Request Fulfilment process, plus the Service Desk. The training course will also explain how IT operations staff should be involved in processes which have their home in other parts of the ITSM Lifecycle, such as Change Management in Service Transition, and Service Level Management in Service Design.

The course concludes with a one and a half hour, scenario based, eight question multiple-choice exam, with the pass mark being 28/40 (70%).

You will be appropriately prepared for this by our ITIL® tutors throughout the course. Included in this preparation will be the opportunity to answer two practice exam papers, which will raise your confidence levels.

Please Note

You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates.
Exam Included
3 Days
£1295Excl. VAT

Course Outline

This training course is made up of the modules listed below. Each module aims to help you understand each section and give you a full understanding of each subject.

  • Introduction to Service Operation – covers the introduction of the core concepts and terminology of ITIL® Service Operation in relation to the execution and co-ordination of the activities and processes required to deliver, manage and support services at agreed levels to business users and customers.
  • Service Operation Principles - all aspects related to operations are covered including achieving balance in Service Operation, providing good service, involvement in other ITIL® Lifecycle stages and operational health.
  • Service Operation Processes –this covers the managerial and supervisory aspects of the ITIL® processes covered in the Service Operation LIfecycle stage (but excludes the day-to-day operation of the processes which is covered in the Operational Support and Analysis Capability (OSA) Capability module).
  • Common Service Operation Activities - this unit covers the activities commonly performed in Service Operation on a day-to-day basis.
  • Organising for Service Operation – in this unit we explore the organisation of Service Operation through the Service Operation functions (e.g. service desk, technical management, IT operations management and application management) and map these functions to roles, responsibilities and activities as well as organisational structures.
  • Technology Considerations - this unit covers technology as part of implementing service management process capabilities. It also covers the special technology functions and features that are related to Service Operation practices.
  • Implementation of Service Operation - this unit covers how implementation considerations contribute to Service Operation.
  • Challenges, critical success factors and risks - looks at what difficulties and challenges may be ahead, and what measurements need to be put in place in order to ensure targets are met.


The ITIL® Service Operation intermediate certificate is one of the five ITIL® Lifecycle phases that build on the knowledge gained from the ITIL® Foundation certificate.

This Lifecycle phase is ideal for those who wish to seek, or currently hold, an operations management or support team leader role in your company.

The primary focus for this ITIL® Service Operation certification is to coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers. Service Operation is also responsible for on-going management of the technology that is used to deliver and support services.

About the Course

All of our ITSM (ITIL) tutors are experienced IT Service Management experts, and they will explain in detail the relevant aspects of Service Operation.

You will learn about the following topics:

  • Introduction to Service Operation
  • Service Operation principles
  • Service Operation processes
  • Common Service Operation activities
  • Organising for Service Operation: functions
  • Technology considerations
  • Implementation of Service Operation
  • Challenges, Critical Success Factors and Risks

Who Should Attend

The ITIL® Service Operation training course is applicable to those who:

  • Are an individual who requires a more 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 organisation
  • Are an IT professional working in or about to start in a Service Operation environment and need an understanding of the concepts, processes, functions and activities involved.
  • Are an individual seeking the ITIL® Expert in IT Service Management for which this qualification is one of the prerequisite modules
  • Are an individual seeking progress towards the ITIL® Master in IT Service Management for which the ITIL® Expert is a prerequisite
  • Are in one of the following IT professions or areas:
    • Release Manager
    • Security Administrator
    • Applications Support
    • IT Operations Manager
    • Database Administrator
    • Problem Manager
    • Service Desk and Incident Manager
    • Network Support
    • Security Manager

Materials Provided

As part of the ITIL® Service Operation Intermediate training course you will receive:

  • A full copy of all course slides, with room to make your own notes
  • A personal copy of the Key Element Guide (KEG) – Service Operation pocketbook
  • A full copy of the ITIL® Glossary and Acronym List
  • Course hand outs to aid further understanding where applicable
  • Sample questions and mock exam

Organisational Benefits

Organisational benefits gained through understanding IT Service Operation include:

  • IT teams can deliver a consistently high standard in the running of IT Services. From the customer’s point of view, that means they are able to completely rely on the IT services to help them achieve their desired results.
  • From the IT team’s perspective, consistently good service delivery means less fire-fighting leading to the ability to take a more proactive approach to service delivery.

Individual Benefits

As an individual you will benefit from:

  • Gaining an understanding of how to be a more effective, and therefore more valued team member through the use and understanding of Service Operation processes.
  • Medium to long term you may gain other benefits such as a promotion within your own organisation or other opportunities to advance your career!


Candidates are required to have completed the ITIL® Foundation Certificate in IT Service Management and have a minimum of two years relevant IT experience.

Please note that as of May 2015 PeopleCert requires evidence of this certificate. In order to sit the exam you must provide a paper photocopy of your ITIL Foundation Certificate - please ensure you bring this with you on the first day of your course. If you fail to do so you will NOT be able to sit the exam.

Photographic ID is required for all exams, otherwise results will be withheld until proof has been provided.


It is not compulsory but it is recommended that you purchase the following volumes:

  • ITIL® Service Strategy
  • ITIL® Service Design
  • ITIL® Service Transition
  • ITIL® Service Operation
  • ITIL® Continual Service Improvement

The latest ITIL® Core Volumes can be purchased through Purple Griffon for £85 per volume or £299 for the complete set of 5 volumes.

Exam Overview

Please note that as of May 2015 PeopleCert requires evidence of this certificate. In order to sit the exam you must provide a paper photocopy of your ITIL Foundation Certificate - please ensure you bring this with you on the first day of your course. If you fail to do so you will NOT be able to sit the exam.

The course ends with a 90 minute ‘closed book’ exam of a multiple-choice, scenario based, gradient-scored paper of 8 questions. Each question will have 4 possible answer options, one which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.

The examination is taken on the afternoon of the 3rd day.

Exam Type

Classroom Exam

Professional Development Units - PDUs

Our classroom based ITIL® Service Operation training course does not currently attract any Professional Development Units – PDU's.

The course does however give you 3 Credits towards the ITIL® Expert qualification.


ITIL® Service Operation Certificate

Next Steps

Once you have gained the ITIL® Service Operation Intermediate certificate you may consider sitting another ITIL® Lifecycle course, such as:

  • Service Strategy
  • Service Design
  • Service Transition
  • Continual Service Improvement (CSI)

Or maybe something else, such as one of our four ITIL® Capability course qualifications, those being:

  • Release, Control and Validation certification
  • Operational Support and Analysis
  • Service Offerings and Agreements
  • Planning, Protection and Optimisation

Or maybe a BCS Specialist course qualification, those being:

  • BCS Specialist Certificate in Business Relationship Management
  • BCS Specialist Certificate in Change Management
  • BCS Specialist Certificate in Problem Management
  • BCS Specialist Certificate in Service Desk and Incident Management
  • BCS Specialist Certificate in Service Level Management
  • BCS Specialist Certificate in Supplier Management

Please note that there is a degree of overlap between the ITIL® Service Operation Lifecycle course and the ITIL® Oerational Support and Analysis Capability course, so if you are working towards ITIL® Expert we do not suggest taking both courses.

Why not contact one of our helpful account managers who will be able to assist you in deciding your next steps?


This ITIL® Service Operation course will provide you with the details and key steps that are needed if you are directly involved in delivering live IT services, or if you simply need a better understanding of Operations issues.

By achieving a pass mark in this exam, you will be awarded a world recognised ITIL® qualification.

If you are aiming towards the ITIL® Expert certification you will also add 3 points to your ITIL® Credit Score, with a total of 22 points being required in order to be become an ITIL® Expert.

ITIL® Service Operation Course Dates

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