ITIL® Intermediate: Service Operation

ITIL Service Operation Training Philippines

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4 days


Courses Benefits

This course is a four-day classroom training relevant for professionals who play a role in developing, implementing and managing IT service quality in order to deliver business value. This course is a free-standing qualification and is also part of the ITIL intermediate lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test and validate the knowledge on industry practices in service management as documented in the official ITIL Service Operation publication. Practical examples and real life case studies are used to guide and assist with the understanding of key concepts throughout the course. At the end of the four-day classroom training, the certification exam may be taken.The ITIL Service Operation certificate is awarded to candidates passing the examination. Participants will also earn 28 Project Management Institute (PMI) Professional Development Units upon course completion.

itil-partnerActive Learning is an official Accredited Training Organization (ATO) of Axelos - the owner of ITIL®.

ITIL® is a registered trademark of AXELOS Limited. Used under licence of AXELOS Limited. All rights reserved.


The ActiveLearning Exam Prep Guarantee
ActiveLearning stands behind the quality of our courses. If for any reason you do not pass your ITIL Foundation exam after completing this course, contact us within 60 days of your original course attendance to schedule a free course retake.

In addition to the above, you will also get:

  • Email consultation with instructor for 30 days
  • Online access to additional practice exams and supplementary course materials

Download here a Whitepaper discussing the benefits of ITIL.

To learn more about ITIL certification, click here.

Course Objectives

This course and qualification provides a complete management-level overview of service operation including all its related activities. Candidates can expect to gain key competencies related to this certification.

  • Introduction to service operation
  • Service operation principles
  • Service operation processes
  • Common service operation activities
  • Organizing for service operation
  • Technology considerations
  • Implementation of service operation
  • Challenges, critical success factors and risks.

About the Exam

The examination duration is 90 minutes and is a closed-book paper containing 8 scenario-based gradient-scored MCQ (multiple choice questions). Each question will have 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.A candidate is expected to answer all questions and must attain a score of 70% (28/40) and above to pass the examination and qualify for certification.

Who Should Attend

This course aims at those Service Desk team leaders, supervisors and managers, IT consultants, IT service providers, IT senior managers, IT managers and supervisory staff, IT audit managers, IT security managers, service designers, IT architects who are involved in the developing, designing,, managing and delivering of IT Services within the organization.Prerequisites:
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:

  • ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).


Course Investment

Course Outline

Introduction to Service Operation

  • Full understanding of Service Transition Terms and Core Concepts.
  • The context of Service Transition in relation to all other lifecycle stages

Service Operation Principles

  • Service Transition policies, principles and best practices for Service Transition
  • How to use metrics to ensure the quality of a new or changed service
  • The inputs to and outputs from Service Transition as it interfaces with the other service lifecycle phases

Service Operation Processes

  • Service Transition principles, techniques and relationships and their application to ensure new, modified or retired services
  • A management perspective of the purpose and value of the service transition processes, how they integrate within service transition and how they interface with other lifecycle phases

Common Service Operation activities

  • Service Transition principles, techniques and relationships and their application to ensure new, modified or retired services
  • How to address and manage the communication and commitment aspects of Service Transition
  • How to manage organizational and stakeholder change
  • How to develop a stakeholder management strategy, map and analyse stakeholders and monitor changes in stakeholder commitment

Organizing for Service Operation

  • How the technical and application management functions interface with service transition
  • The interfaces that exist between service transition and other organizational units (including programmes, projects, service design and suppliers) and the “handover points”
  • Service transition roles and responsibilities
  • Why service transition needs service design and service operation, what it uses from them and provides to them

Technology Considerations

  • Technology requirements that support the service transition stage and its integration into the service lifecycle
  • Types of knowledge management, service asset and configuration management and workflow tools that can be used to support service transition

Implementation of Service Operation

  • The key activities for introducing an integrated service transition approach into an organization
  • The design, creation, implementation and use of service transition in a virtual or cloud environment

Planning and Implementing Service Management Technologies within a company

  • Be able to provide insight and guidance for service transition challenges, risks and critical success factors


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