ITIL® Intermediate – Service Operation

Effectively sustain and maintain the products and services developed or implemented during the service strategy, design and transition phases of the IT Service Lifecycle
ITIL® Intermediate Service Operation (SO) is one of five ITIL® Service Lifecycle modules. It focuses on the functions, principles, processes and operational activities that enable individuals and organisations to successfully manage how their products and services perform, helping them improve their IT Service Management.
The module focuses on the coordination and execution of activities regarding the ongoing management and operation of the products or services developed or implemented during the service strategy, design and transition phases of the IT Service Lifecycle. It also covers tech and support resources used to deliver them.
Service Operation best practice enables organisations and IT teams to effectively sustain and maintain the products and services they develop, ensuring that their users are provided with efficient resources.


  • 24 hrs of classroom / instructor-led training
  • Accredited Instructor with industry experience
  • Case Studies & real-world examples
  • End of chapter quizzes and simulation exams
  • Certification exam included



ITIL® Intermediate Service Operation is suitable for IT professionals in positions such as Release Manager, Security Administrator, Applications Support, IT Operations Manager, Database Administrator, Problem Manager, Service Desk and Incident Manager, Network Support, Security Manager.


Upon Completion of this Course, you will accomplish following:-

  • Applying the Incident Management Lifecycle to quickly restore normal operation
  • Enabling internal customers to use a service while protecting against unauthorized access
  • Preventing recurring problems and resulting incidents with effective Problem Management
  • Ensuring decision-making that balances stability vs. responsiveness and quality vs. cost
  • Prepare for and take the ITIL Intermediate Qualification: Service Operation Certification Exam
  • Plan key activities for Service Operation processes
  • Maintain stability in Service Operations while allowing for changes in design, scale, scope and service levels
  • Support operations through new models and architectures such as shared services
  • Evaluate Service Operations processes with critical success factors and key performance indicators

Module 1: Introduction to Service Operation
Module 2: Service Operation Principles
Module 3: Service Operation Processes
Module 4: Governance
Module 5: Organizing for Service Operation
Module 6: Technology Considerations
Module 7: Implementing Service Operation

  • ITIL V3 Foundation Certificate or ITIL V2 Foundation plus Bridge Certificate and completion of an accredited Course from an ITIL Accredited Training Provider

Format: Closed-book
Delivery: Online and Paper-based
Questions:8 multiple choice, scenario-based, gradient scored questions. Each question will have 4 possible answer options, one of 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.
Passing Score:70% (28 out of 40)
Duration: 90 Minutes

    • High-impact learning with case studies
    • Delivered by certified instructors
    • Targeted learning for real projects

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