ITIL Service Operations
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ITIL Service Operations


The ITIL Service Operation Intermediate Certificate forms part of the Lifecycle series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL Service Management Expert qualification. It will give candidates a deep level of understanding of Service Operation processes and roles.

This course is intended to enable delegates with a Foundation-level knowledge of IT Service Management to apply good practice in processes pertaining to the Service Operation lifecycle phase.
The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion.  On completion of the course and the required personal study, delegates will be able to sit the ITIL Intermediate examination in Service Operation worth 3 credits.
Compulsory Topics
  • Introduction to Service Operation
  • Service Operation Principles
  • Service Operation Processes
  • Common Service Operation Activities
  • Organizing Service Operation
  • Technology and Implementation Considerations
Intended For

IT professionals working within or about to enter a Service Operation environment and requiring a detailed understanding of the processes, functions and activities involved, as well as those who are seeking the ITIL Expert qualification in IT Service Management


ITIL V3 Foundation


3 Days – Full Time



Learning Outcome
This course will enable participants to:
  • Understand the importance of Service Operation in the overall context of Service Management
  • Understand Service Operation Principles and Processes
  • Perform common Service Operation activities
  • Organise Service Operation effectively
  • Recognise Service Operation technology-related considerations
  • Understand how to implement Service Operation; and
  • Understand and analyse challenges, Critical Success Factors and risks related to Service Operation.
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