Course Contents

ITIL Service Operation


The Lifecycle stream is targeted at delegates who will manage and implement ITIL processes.
The Service Operation course covers principles and processes that allow service providers to maintain stable live services and support their customers and end users.

  • About the Course

    • Study online at your own pace
    • 90 or 150 days online access
    • Fully accredited
    • Includes videos, quizzes, exercises, study guides and official syllabus and sample exams
    • Tutor support available via email
  • Course Contents

    • 11 easy to absorb lessons
    • Study duration: 21 hours mandatory study, also 21 hours self-study with the Service Operation core volume is recommended

    Topics included…

    • Introduction to Service Operation
    • Service Operation processes:
      • Incident Management
      • Problem Management
      • Request Fulfilment
      • Access Management
      • Event Management
    • Service Operation Functions
      • Service Desk
      • Technical Management
      • Application Management
      • IT Operations Management
    • Common Service Operation activities
    • Organising for Service Operation
    • Technology considerations
    • Implementing Service Operation
    • Challenges, critical success factors and risks
    • Preparing for the exam
  • Prerequisites

    • Delegates must hold the ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)
    • 21 hours of study via an accredited training solution – confirmed by your course completion certificate
    • 2 years IT experience is desirable
    • 21 hours of self-study using the Service Operation core volume is recommended
  • Exam Details

    • Exam duration: 90 minutes
    • Exam format: closed book, multiple choice
    • Exam delivery: online, webcam proctored.  Read about online exams here.
    • Exam pass mark: 70% (28/40 marks across 8 questions)
    • Exam language: extra time is available for non-native English speakers.  Contact us for current translation availability
    • Exam value: 3 ITIL credits
    • Exam vouchers must be requested within 6 months of purchase