ITIL Service Operation

3 days


This intermediate course delves into the practical aspects of the ITIL Service Lifecycle and covers the management and control of the activities and techniques within Service Operation, but not the detail of each of the supporting processes. A copy of the official ITIL Service Operation 2011 Lifecycle Publication is also included as part of the training package.


The Service Operation exam is challenging and consists of a complex multiple-choice, closed book paper of 8 questions, to be answered within 90 minutes. The pass mark is 70% or more. Two practice exam papers will be provided to assist with preparation. Successful candidates will be awarded 3 credits towards the ITIL Expert certification.

Industry Association Recognition

Project Management Institute (PMI)

  • Contact Hours: 28 hours
  • Professional Development Units (PDUs): 28 PDUs

Australian Institute of Project Management (AIPM)

  • Continual Professional Development (CPD) points: 10 points

It is highly recommended that you spend time before this course begins and each evening of this course reviewing and consolidating what you've learned, to be well prepared for the exam .


IT professionals working within or about to enter a Service Operation environment, including Service Managers and Operations and Help Desk Managers responsible for implementing effective Service Operations, as well as:

  • 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.

Skills Gained

  • Introduction to Service Operation
  • Service Operations principles, purpose and objective
  • Interaction of Service Operations and other phases of the Lifecycle
  • Managerial and supervisory aspects of the ITIL Service Operation processes
  • Operational activities of processes covered in other Lifecycle phases
  • Organising for Service Operation: Functions, Groups, Teams, Department and Divisions
  • Technology, measurement and implementation considerations surrounding ITIL Service Operation
  • Challenges, Critical Success Factors and Risks associated to ITIL Service Operation


Important Course Information Important Course Information Requirements: Requirements:

  • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL Foundation Certification)

Must hold the ITIL Foundation Certificate (see Course 1197 Course 1197 , Achieving ITIL Foundation Certification) Recommended Experience: Recommended Experience:

  • Basic IT literacy and around two years of IT experience

Basic IT literacy and around two years of IT experience Course Preparation: Course Preparation:

  • Before your event, you will be sent a Pre-Course Study Guide and the Key Element Guide ITIL Service Operation, which you should read as part of the 21 hours of personal study

You should acquire and read the ITIL Service Operation core publication, focusing on Chapter 2 and review your ITIL Foundation course materials

You should acquire and read the ITIL Service Operation core publication, focusing on Chapter 2 and review your ITIL Foundation course materials Exam Information: Exam Information:

  • The ITIL Service Operation exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing centre
  • Achieving the ITIL Intermediate Qualification: Service Operation certificate provides three credits toward your ITIL Expert certification

— ITIL Exam Success Package, After-Course Coaching, Exam Fee:

  • ITIL course attendees that would like to retake their ITIL exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

Course Outline

  • ITIL Service Operation: Introduction and Overview

Service operation and the overall ITIL lifecycle

  • Principles and objectives
  • Functions and common activities
  • How service operation creates business value

Balancing conflicting goals

  • Internal IT vs. external business view
  • Stability vs. responsiveness
  • Quality of service vs. cost of service
  • Reactive and proactive activities
  • Core Service Operation Processes

Policies, principles and basic concepts

  • Purpose and objectives
  • Value to business
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Challenges and risks

Primary ITIL processes within service operation

  • Event management: active and passive monitoring
  • Restoring normal service quickly through incident management
  • Request fulfillment
  • Managing problems with root cause analysis
  • Access management
  • Common Service Operation Activities

Monitoring and control of IT operations

  • Detecting the status of services and CIs
  • Taking appropriate corrective action
  • Console management/operations bridge: a central coordination point for monitoring and managing services

Management of the infrastructure

  • Mainframe, server and network management
  • Storage and database administration
  • Managing directory services and desktop support
  • Facilities and data centre management
  • Improving operational activities

Operational aspects from other lifecycle phases

  • Change, configuration and release
  • Availability
  • Capacity
  • Service continuity
  • Organising for Service Operation

Mapping service operation functions to activities

  • Roles and responsibilities
  • Understanding the organisational context

Service operation structure

  • Service desk
  • Technical management
  • IT operations management
  • Application management

Key functions of the service desk

  • Logging incidents and requests
  • First-line investigation and diagnosis
  • Managing the lifecycle of incidents and requests
  • Keeping users informed

Structuring the service desk

  • Local vs. centralised
  • The virtual service desk
  • Follow the sun operation
  • Technology-Related Issues
  • Technology, tools and expertise requirements
  • Defining architecture standards
  • Involvement in the design and build of new services and operational practices
  • Contributing to service design, service transition and continual service improvement projects
  • Evaluating change requests
  • Matching technology to the organisational situation
  • Implementation Challenges and Risks
  • Managing change in service operation
  • Service operation and project management
  • Assessing and managing risk
  • Operational staff in design and transition
  • Planning service management technologies
  • Identifying Critical Success Factors (CSFs)

Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.

Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.

Upcoming Dates

  • GREEN This class is Guaranteed To Run.
  • SPVC - Self-Paced Virtual Class.
  • Click a Date to Enroll.
Course Location Days Cost Date
Onsite3 1500 £1500 2019-05-26