ITIL Service Operations


The ITIL SO(Service Operation) Certification is one of the modules of ITIL® Lifecycle stream which emphasize on the framework, phases and activities that enable professionals to successfully manage their products and services performance. This module focuses on the coordination and implementation of the activities which will make the current management and operation of the products or services developed or implemented and support resources that are used to deliver them.

Course description

ITIL Service Operations is one of the most preferred certifications from ITIL Lifecycle Stream.
Its Objective is to Ensure Effective and Efficient delivery of IT services.

ITIL Service Operation aims at carrying out routine operational tasks, fixing Problems as well as resolving service failures.
It helps to gather,

  1. Knowledge of management level concepts
  2. Core information of the activities
  3. Techniques within service operation

Service Operation Needs to balance conflicting goals:

  1. Quality of service versus cost of service
  2. Internal IT view versus external business view
  3. Reactive versus proactive activities
  4. Stability versus responsiveness.

It may result in Poor Service if the staff won’t maintain an even balance and focus only on any one of these conflicts.
The Service Operation module is worth 3 credit out of 17 required before proceeding for Managing Across Lifecycle module.

 Target audience

IT Strategists

Service designers

Delivery Managers

IT architects

Chief information officers (CIOs)

IT planners

Chief technology officers (CTOs)

IT consultants

Supervisory staff

IT audit managers

IT security managers

Course Features

    • Language – English

    • Skill level – Intermediate

    • Duration – 2 days

    • Liked by – 6749

    • Mode – Classroom / Online

Benefits to Individual

Helps in better handling of service outages and identification of their root causes which helps in costs and unplanned resource reduction

Employment prospects are been improved with good package

Individual can identify and concentrate on highest value activities which might help there organisation.

Benefits to Organization

Ensures recovery of services and management of incidents.

Services to organizational customers and user are well managed and delivered.

Business transformation and growth can be competitively increased by Managing the customer and service portfolio.

Introduction to Service Operation

Service Operation Principles

Service Operation Processes


Organizing for Service Operation

Technology Considerations

Implementing Service Operation

Course Duration

2 Days

Multiple choice examination questions

Eight questions per paper

28 marks required to pass (out of 40 available) - 70%

90 minutes’ duration

Closed book

Certification by



ITIL Foundation Certification Completion

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