ITIL® Service Lifecycle: Service Operation

Ready to support an IT service in the live environment? Learn Service Operation...

Lifecycle modules are the next step for anyone seeking or in a management role. The courses give a better understanding of the fundamental drivers for the need for IT services and provides superior, best-practice knowledge (4 days, 3 points towards ITIL® Expert qualification). 


Now that a service has been released, it must be supported. This is where Service Operation comes in. This course covers Incident, Event and Problem Management.

Course Code
4 Days
Delivery Style
Course Type
Public or Private
Max Delegates
Special Instructions
Photographic ID is required to sit the examination (please see below)
Available as Nutshell

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Purpose of this course

It builds on the knowledge gained from ITIL Foundation Level.

Studies the relevant aspects of Service Operation and gives delegates the skills to coordinate and implement the processes required to deliver and manage services.

Who is this course for

Suitable for those wanting to gain an understanding of how Service Operation fits into the framework.

Not suitable for those who have attended the ITIL Intermediate Capability course “Operational Support and Analysis”.

You will learn how to
  • Understand the core principles underpinning the ITIL service management framework
  • Explore the principles, goals and purposes of the Service Operation lifecycle phase
  • Utilise Incident Management processes
  • Apply Problem Management
  • Use the Event Management process
  • Relate to the Request Fulfilment process
  • Implement the Access Management process
  • Organise for delivering services
  • Arrange the Service Desk function
  • Carry-out toolset selection using best practice techniques
  • Prepare for the ‘PEOPLECERT Intermediate Certificate in Service Operations’ exam.
Benefits for your organisation

More reliable and competent IT professionals that can consistently deliver high standard IT Services.

Benefits for you as an individual

Understand what is needed on a daily basis to support services within an organisation and deliver value.

Introduction to Service Operation
  • The lifecycle phases that Service Operation aligns with
  • The main aspects of Service operation
  • Defines all fundamental features of this phase
Service Operation Processes
  • The use and interaction of the five key processes that make up Service Operation
  • Understand the value to the business that the five processes contribute
  • The other Lifecycle operational activities that contribute to Service Operation
Common Service Operation Activities
  • Differentiate Technology between Centric and a Business Centric organisation
  • Explore the five levels of maturity and how Service Operation can be implemented to increase a Business Centric focus
  • How to integrate the Service Operational activities into a Service Operation organisation
Organising Service Operation
  • How to build a Service Operation model based on the four functions identified in the unit
  • Understand the Service Operation roles and responsibilities
  • Learn how a Service Operation organisation can be structured to align with Service Operation processes
Technology Considerations
  • Technology, tools and telephony requirements for the Service Operation processes
  • Supporting technology of Service Operation and where these can be used, and how
  • Technology required to support all functions of Service Operation - Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management and Service Desk
Implementation Considerations
  • How to manage change in Service Operation using strategies and models
  • Implementing Service Operation technologies within a company
  • How to manage risk within a Service Operation group
Summary and Exam Preparation
  • It is strongly recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and relevant books in preparation for the examination.

Delegates must already hold the ITIL Foundation Certificate in IT Service Management, gained from the ITIL Foundation course.

Pre-course work required

Complete 21 hours of personal study by reviewing course syllabus and pre-course material

Pre - course material sent 4-6 weeks before course start date



More about the exam

Duration: 90 minutes

Day Taken: Morning of 4th day of course

Exam Type: 8 complex multiple choice questions (closed book)

Pass Rate: 70% - 28/40


Additional Information:
Photographic ID is required to sit the exam, ideally a Passport or Driving License.

Exam results will come directly to you from PEOPLECERT.

This course is eligible for the PeopleCert Take2 scheme, please discuss at point of booking if this is of interest to you.
Exam Fee

About the Lead Trainer

Adam has over 17 years’ experience in IT, training and consultation. He specialises in IT service management, knowing all things COBIT® and ITIL®. Adam always endeavours to put an innovative and engaging spin on his teaching and no two courses are ever the same.