ITIL Service Operation



Certificate in IT Service Management

The purpose of this trading 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 ITIL Service Operation publication.

Course Objective

This qualification provides a complete management-level overview of Service Operation including all its related activities.

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

► Introduction to service operation
► Service Operation principles
► Service Operation processes
► Common Service Operation activities
► Organizing for Service Operation functions
► Technology considerations
► Implementation of Service Operation
► Chellanges, Critical Success Factors and Risks


The main target group for the ITIL  Intermediate qualification Service Operation Certificate includes, but is not restricted to:

► Chief Information Officers (CIOs)
► Chief Technology Officers (CTOs)
► Managers
► Supervisory Staff
► Team Leaders
► Service Designers
► IT Architects
► IT Planners
► IT Consultants
► IT Audit Managers
► IT Security Managers
► ITSM trainers involved in the ongoing management, co-ordination and integration of operation activities within the service lifecycle
► Individuals who require a detailed understanding of the ITIL Service Operation stage of the ITIL Service Lifecycle and how it may be implemented to enhance the quality if IT service provision within an organization
► IT professionals working within or about to enter a Service Operation environment and requiring an understanding of the concepts, processes, functions and activities involved
► Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advice to higher level ITIL Certifications
► Individuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules
► Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite

Exam Prerequisites

To be eligible for the ITIL Intermediate qualification Service Operation examination, the candidate must have fulfilled the following requirements:

► At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme.
► A basic IT literacy and around 2 years IT experience are highly desirable.
► Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications).
► It is also recommended that candidates should have completed at least 21 hours of personal study by reviewing the syllabus and the ITIL Service Operation publication in preparation for the examanation, specifically Chapter2 : Service Management as a practice.

Course Outline


LEARNING UNIT 1: Introductory lesson
LEARNING UNIT 2: Introduction to Service Operation
LEARNING UNIT 3: Service Operation Principles
LEARNING UNIT 4: Service Operation Processes
LEARNING UNIT 5: Common Service Operation Activities
LEARNING UNIT 6: Organizing for Service Operation
LEARNING UNIT 7: Technology Considerations
LEARNING UNIT 8: Implementing Service Operation
LEARNING UNIT 9: Challenges, Critical Success Factors & Risks
LEARNING UNIT 10: Summary, Case studies, Exam Preparation and Directed

Exam Details

► Eight (8) Multiple Choice Questions
► Scenario based, gradient scored questions
► Each question will have 4 possible answer options, one of which is worth 5 marks, one is worth 3 marks, one is worth 1 mark and one is a distracter and achieves no marks
► Duration : 90 Minutes
► Prerequisite : ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)
► Completion of an Accredited course from an ITIL Accredited Training Provider
► Supervised : Yes
► Open Book : No
► Pass Score : 28/40 or 70%


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