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The Information Technology Infrastructure Library (ITIL®) has become the de-facto best practice standard for the provision of high quality IT services worldwide. It provides guidance to customers of Information Technology services on what they should demand, and for IT organizations the various publications identify what should be provided and how to maximize efficiency and effectiveness.

The 3-day ITIL® Service Operation Course is an independent certification and also prepares the candidate for the Managing through the Lifecycle and ITIL® Expert certifications. This course covers operational processes, functions, common activities, technology and implementation issues.

You will gain detailed knowledge of the contents of the ITIL® V3 Service Operation publication. The lectures and exercises in this class will provide you with the information that you need and practice in applying the important principles of this certification.

During this class, we will explore the details of managing Operations in an Information Technology organization. We'll discuss and practice Best Practice methodologies for ensuring that all of the operational activities that make up an IT Operations group meet Service Level Agreements, carry out routine maintenance and communications, and embed the principles of Continuous Improvement.

The partner Capability course, Service Operational Analysis, provides more detailed information on the design of Service Operation activities to ensure that they support the overall Service Lifecycle.

Learning Objectives

Participants will gain practical skills in the following areas:

  • Leading discussions on Service Operations
  • Service Operation Principles
  • Service Operation Processes
  • Common Service Operation Activities
  • Organizing Service Operations
  • Service Operation Functions
  • Service Operation technology related activities
  • Implementing Service Operations
  • Understanding and analyzing Challenges, Critical Success Factors and Risks


Who Should Attend

The ITIL® Intermediate Service Operation course is appropriate for individuals who:

  • Would like to enhance the delivery of IT Service Provision within their organization.
  • Require a detailed understanding of ITIL Service Operations.
  • Are working in, or about to enter, an IT Service Operation environment.
  • Would like to enhance the delivery of IT Services
  • Are seeking an ITIL® Expert certification in order to gain the benefits of ITIL® principles throughout their organization.
  • Are seeking an ITIL® Advanced Level certification.



This qualification is only available to candidates who hold the V3 Foundation or Foundation Bridge Certificate in IT Service Management.


At the end of the course, participants’ will write the ITIL® V3 Service Operation examination on which delegates are required to score 70% to be awarded ITIL® V3 Service Operation Certificate.


You will receive a course binder containing copies of presentation slides, case studies, exercises, suggested solutions and practice exams.

What You Will Learn

The Lifecycle Phase: Service Operation

  • Key Principles in Service Operation
  • Communications
  • Technology
  • Organization
  • Implementation


Processes in Service Operation

  • Event Management
  • Incident Management
  • Request Fulfillment


Processes in Service Operation Cont`d

  • Access Management
  • Problem Management


Functions in Service Operation

  • Technical Management
  • Applications Management
  • IT Operations Management including IT Operations Control and Facilities Management


Wrap up, Mock and Exam

upcoming sessions

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PMI Talent TriangleThe following table provides the breakdown of the professional development units (PDUs) for this course aligned with the PMI Talent TriangleTM.

  Tech. Ldrshp. Strat. & Bus.
PMP 7 0 14
PgMP 7 0 14
PfMP 0 0 14
PMI-ACP 0 0 14
PMI-SP 1 0 14
PMI-RMP 0 0 14
PMI-PBA 0 0 14

The three columns in the table are Technical Project Management, Leadership, and Strategic & Business Management.

Other Credits

Other professional (re)certification credits are available, including:

  • Certified Business Analyst Professionals (CBAPs) earn 21CDUs (Category 2B)
  • Certified Software Quality Engineers (CSQEs) earn 3 RU
  • CIPS Information Systems Professionals (ISPs) earn 21 Learning Credits
  • CIPS Information Technology Certified Professional (ITCPs) earn 21 Learning Credits