• APMG International approved course content (Manual)
  • Free ITIL® Service Operation practice test paper
  • Access to online study material
  CERTIFICATE ITIL® 2011 Service Operation
  DURATION 2 or 3 Days
  COURSE DELIVERY Classroom, Live Virtual Classroom
  LANGUAGE English


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

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

Course Outline

Introduction to Service Operation:

  •  The purpose, objectives and scope of service operation
  •  The value to the business
  •  The context of service operation in the ITIL® Service lifecycle The fundamental aspects of service operation and the ability to define them

Service Operation Principles:

  •  The basic conflict between maintaining the status quo and adapting to changes in business needs
  •  Understanding operational health
  •  Need for good documentation
  •  Need for good communication including communication strategy
  •  Service Operation’s input and output

Service Operation Processes:

  •  The use, interaction and value of each of the service operation processes (Event Management, Incident Management, Problem Management, Request fulfillment, Access Management)

Common Service Operation Activities:

  •  Common activities of Service Operation are coordinated for the ongoing management of the technology
  •  Monitoring, Reporting and Control contributes to ongoing management of the services and the technology
  •  How the operational activities of processes covered in other lifecycle stages contribute to service operation
  •  How IT operations staff should look for opportunities to improve the operational activities

Organizing for Service Operation:

  •  Role, objectives and activities of each of the four functions of service operation: ( Service Desk, Technical Management Function, IT Operations Management, Application Management )
  •  Service operation roles, responsibilities and structure

Technology Considerations:

  •  The generic requirement of Technology that support service management
  •  The specific technology required to support the service operations process and functions

Implementation of Service Operation:

  •  The roles and responsibilities related to capacity, availability, ITSCM and information security management, how they fit and are used within the service design organization to support PPO

Technology and implementation considerations:

  •  Specific issues relevant to implementing service operation including
  •  Managing Change in Service Operation
  •  Assessing and Managing Risk
  •  Operations Staff involvement in Service Design and Service Transition
  •  Planning and implementing service management technologies within a company

Challenges, critical success factors and risks

  •  The challenges, CSF’s and Risk related to Service Operations

Target Audience

The Service Operation Lifecycle course will be of interest to

  •  Chief information officers (CIOs)
  •  Chief technology officers (CTOs)
  •  Managers
  •  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, coordination and integration of design activities within the service lifecycle
  •  Individuals who require a detailed understanding of the ITIL® service design 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 design 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

About Exam

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.

Type Eight (8) multiple choice, scenario-based, gradient- scored 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.
Duration Maximum 90 minutes for all candidates in their respective language
Provisions for additional time relating to language Candidates completing an exam:
– in a language that is not their mother tongue, and
– where the language of the exam is not their primary business language
have a maximum of 120 minutes to complete the exam and are allowed the use of a dictionary
Prerequisite – ITIL® Foundation Certificate in IT Service Management
– Completion of an Accredited course from an ITIL® Accredited Training Provider
Supervised Yes
Open Book No
Pass Score 28/40 or 70%