ITIL® Service Operation
The course covers the lifecycle aspects of Service Operation including - Service Operations principals, activities
and technology considerations. It also gives an overview of the Service Operation Processes and Functions. Additionally
the course looks at the interfaces between Service Operation and the other stages of the ITIL® Service Lifecycle.
Who To Attend?
The course is suitable for individuals who require a deeper understanding of the Service Operation stage of the Service Lifecycle.
It offers a natural career development path for practitioner staff who already hold the ITIL® Foundation Certificate. Delegates are
required to hold the ITIL® Foundation Certificate.
Purpose of The Training:
The purpose of the Service Operation course is to obtain knowledge on ITIL® concepts and terminology.
The course also examines organizational issues including functions, groups and teams, department operational
health process structures that will enable role focused capability and competency in support of the Service
Lifecycle approach as described in ITIL®.The course prepares delegates for the ITIL® Lifecycle examination in Service Operation.
Candidates wishing to be trained and examined for this qualification must already hold the ITIL®
Foundation Certificate in IT Service Management which must be presented as documentary evidence to
gain admission.Candidates who hold the following ITIL® qualifications are also eligible, and similar
evidence will be required:
Earlier ITIL® (V2) Foundation plus Foundation Bridge
ITIL® Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner
The main principles and objectives of Service Transition
Challenges, Critical Success Factors and Risks
Organizational issues concerned with Functions, Groups, Teams, Department & Divisions
Achieving balance in Service Operations
Operational Health, Communication and Documentation
The activities commonly performed in the Service Operation arena
Improvement of Operational Activities
Managing Change in Service Operations
Service Operation and Project Management
Assessing & Managing Risk in Service Operations
Operational Staff in Design & Transition
Planning & Implementing Service Management Technologies
The ITIL® Service Operation course is a 3 day course.
Both the documentation and course language will be in English.
For the eligibility of the certification exam, any candidate needs to have :
Multiple choice, 8 questions, scenario-based, gradient-scored questions.
Each question has 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.
The questions are selected from the full ITIL® Service Operation Certificate in IT Service Management
examination question bank.
Duration maximum 90 minutes for all candidates in their respective language.
Provisions for additional 30 minutes and allowance of using dictionary relating to language
Accredited ITIL® Foundation training is strongly recommended but is not a prerequisite.
The Exam is not Open Book.
Pass Score 28/40 or 70%.
This examination is available in Online and paper based format.
You will attain 3 ITIL® credits once you pass the exam.