ITIL® Lifecycle Module: SO – Service Operation

quintLogo DGERT


The ITIL Intermediate Qualification – Service Operation Certificate is part of the ITIL® Intermediate Lifecycle certification stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.

This course prepares candidates to take the ITIL® Service Operation Intermediate exam as well as proving valuable knowledge that can be implemented in the workplace.

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 ITIL Service Operation publication.

Credits: Upon successfully achieving the ITIL Service Operation certificate, students earn 3 credits in the ITIL® qualification scheme.


CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers and ITSM trainers who require a detailed understanding of the ITIL Service Operation phase of the ITIL core Lifecycle and the affected processes, functions and activities and their application.


  • The term “Service Operation”, and how it fits in the overall core ITIL Lifecycle
  • The operational activities of processes covered in other Lifecycle phases
  • Service Operation Processes
  • Organizational issues including: Functions, Groups, Teams, Department and Divisions
  • Service Operation ActivitiesService Operation Technology Considerations and Requirements
  • Planning and Implementing Service Management Technologies
  • Managing Change in Service Operations
  • Challenges, Critical Success Factors and Risks


Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management, and preferably two years work experience in an IT Service Management environment.


Participants will learn the principles and core elements along with the activities and technology & implementation considerations within the Service Operation stage of the Service Lifecycle.  This lifecycle stage focuses on organizing and maintaining the day-to-day Service Operation.  An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL Intermediate Service Operation certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace.  Quint Wellington Redwood’s integrated case study deepens the participant’s appreciation of how ITIL best practices can be applied in order to improve IT performance.  Practical assignments are used throughout the course to enhance the learning experience.


  • Quint


ITIL® Lifecycle Module: SO – Service Operation

  • Nº Horas
  • Preço
    Sob Consulta