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  • January 14, 2019
    9:00 am - 4:00 pm

About this Course

Service Operation Certificate is part of the ITIL® Intermediate Lifecycle stream, and is one of the modules that lead to the ITIL Expert in IT Service Management Certificate. This 3-day course covers the management and control of the activities and techniques within Service Operation, but not the detail of each of the supporting processes. You will gain knowledge to plan, implement and optimize the Service Operation processes and help prepare to take the ITIL Intermediate Qualification: Service Operation Certification Exam.

Audience Profile

Individuals who require a detailed understanding of the ITIL® Service Transition phase of the ITIL core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization. CIOs, CTOs, managers, supervisory staff, team leaders, planners, IT audit managers, IT security managers. This course is valuable for those who want to achieve the ITIL® Intermediate Qualification: Service Operation.

At Course Completion

At the end of this 3 day course, the student will gain competencies and prepare to:

  • Introduction to Service Operation
  • Service Operation Principals
  • Service Operations Processes
  • Common Service Operations Activities
  • Organizing Service Operation: Functions
  • Technology Considerations
  • Implementation Considerations
  • Challenges, Critical Success Factors and Risks
  • Maintain stability in Service Operations while allowing for changes in design, scope and service levels
  • Support operations through new models and architectures such as shared services
  • Prepare for and take ITIL® Intermediate Qualification: Service Operation Certification Examination


1. Service Operations and the overall ITIL® Lifecycle

  • Principles and objectives
  • Functions and common activities
  • How Service operation creates business value
  • Challenges, critical success factors and risks

2. Balancing Conflicting Goals

  • Internal IT vs. external business view
  • Stability vs. responsiveness
  • Quality of Services (QoS) vs. cost of services
  • Reactive and proactive activities

3. Core Service Operation Processes

  • Primary ITIL® processes within Service Operation
  • Event management: Active and Passive Monitoring
  • Restoring normal service through Incident Management
  • Request fulfillment
  • Managing Problems with Root Cause Analysis
  • Access Management

4. Operational Activities of other ITIL® Processes

  • Change, Configuration and Release Management
  • Capacity and Availability Management

5. Common Service Operation Activities

  • CMonitoring 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

6. Management of the Infrastructure

  • Mainframe, Server and Network Management
  • Storage and database management
  • Managing directory services and desktop support
  • Facilities and datacenter management
  • Managing IT security in service operations
  • Improving operational activities

7. Operational aspects of processes from other lifecycle phases

  • Change, configuration and release
  • Availability
  • Capacity
  • Service continuity

8. Organizing for Service Operation/Mapping Service Operation functions to activities

  • Roles and responsibilities
  • Understanding the organizational context

9. Service Operation structure

  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application management

10. 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

11. Structuring the Service Desk

  • Local vs. centralized
  • The virtual service desk
  • Follow-the-sun operation

12. 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 organizational situation

13. Implementation Challenges and Risks

  • Managing change in service operations
  • Service operation and project management
  • Assessing and managing risk
  • Operational staff in design and transition
  • Planning and implementing service management technologies


Students should hold an ITIL® 2011 or v3 Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate. Proof of certification is required to sit the exam.

Before taking the course, it’s recommended (though not required) that candidates have approximately two years exposure to basic concepts in IT and related work experience.


Online Event


Live Online Training

Get the same training you expect in the classroom without leaving your office or home. These are NOT recorded classes. They are LIVE sessions with an expert instructor. We use the latest in video conferencing technologies and audio so you can confidently participate in any class just like being right there in person. We guarantee the effectiveness of our online training delivery approach that we will give you your money back if you are not totally satisfied.  Ask us for a demo.

Online class requirements:

  • Moderate to fast Internet
  • Phone, or Speakers or headset (required in order to hear the instructor/moderator). You can use Voice Over IP (VoIP) or you can dial-in from a regular phone.  Whether you decide to use VoIP or a phone, for convenience, we recommend a hands free headset.
  • Training software must be installed on your computer (30 trial versions are acceptable)
  • RECOMMENDED: Dual Monitors or computers. For optimal online learning experience, we recommend participants have dual monitors or dual computers. Your online classroom credentials allow you to login multiple times from multiple computers. Participants should use one monitor or computer to view instructor/moderator shared screen and another monitor/computer to work in the software.

What happens when you enroll in an online class

When you register for an online class, you will receive a welcome email followed by login access to the Citrix GoToTraining virtual classroom. A workbook (printed copy or eBook) will be sent to you prior to the start of class.

Online Training Advantages

Convenience: You don’t have to travel and can attend from your home, office or anywhere with an internet connection. Our online classes are conducted using GoToTraining, a more robust version of the popular GoToMeeting screen sharing and conferencing platform. To accommodate multiple time zones, courses are typically scheduled from 10am – 5pm Eastern with a one-hour lunch break at 12:30 – 1:30 pm Eastern and a 10-minute break in the morning and afternoon. When conducting custom online course for your group, class times can be modified to accommodate your timezone.

Interactive Learning: Our online training is fully interactive. You can speak and chat with the instructor and classmates at any time. Various interactive techniques are used in every class. Our  small class sizes (typically 4 – 8 students), allow our instructors to focus on individual performance and issues and to work closely with you to meet your unique needs. Classes are designed to be a hands-on learning experience, providing opportunities for you to try your new skills while the instructor is available for review, questions, and feedback. You have the option to give the instructor permission to view your computer to provide one-on-one assistance when needed.