ITIL® Intermediate: Service Operation (SO)

Course code: ISO

Course description:

The ITIL® Service Oparation training is one of the Lifecycle Stream modules. It can be treated as an independent training or as a step on the way to ITIL Expert certification.

The course familiarises participants with details of processes and roles of Service Operation. Practical exercises are an integral part of the training. The training ends with a formal ITIL Intermediate Service Operation examination.

The training course is accredited by the APM Group Ltd.


The aim of the training is to enable ITIL Foundation certificate holders for the effective application of good practices in the processes associated with the Service Operation.

This course will enable participants to:

  • understand the importance of Service Operation in the general context of service management
  • understand the processes and principles of Service Operation
  • refer to the technologies of Service Operation
  • familiarize with the organization of Service Operation (roles and responsibilities, and functions such as: user support center - service desk, technical management, application management, IT operations management)
  • analyze the risks associated with the Service Operation
  • identify Critical Success Factors for the Service Operation

Target group:

This course is for anyone interested in deepening knowledge of the stage of service operation, best practices for improving the management of services and effective methods of improving processes, particularly for:

  • IT Directors,
  • Senior Management,
  • Project Managers,
  • Service Designers,
  • IT Architects,
  • IT safety managers,
  • technical team leaders,
  • people responsible for services implementation,
  • business analysts,
  • all who wish to gain practical knowledge of IT service management and service operation.


Candidates wishing to be trained and examined for this qualification must hold either:

  • the ITIL Foundation Certificate in IT Service Management (V3 or 2011) or
  • ITIL V2 Foundation plus Foundation Bridge certificates or
  • ITIL Expert Certificate in Service Management obtained via ITIL V3 Managers Bridge examination


3 days


Examination includes 8 multiple choice scenario-based questions. Answers are worth 5, 3, 1 or 0 marks. The duration is 90 minutes. Examination is run in English. No books and other materials allowed.

Candidates completing an exam in a language that is not their mother tongue are entitled to have extra time to complete the exam and are allowed to use a dictionary. You must achieve 28 or more out of possible 40 marks (70%) to pass this examination.

Table of contents:

-- Day 1 ---

  • Introduction to Service Operation,
  • Service Operation Principles,
  • Organizing for Service Operation: Service Desk - structure, role, technology,
  • Organizing for Service Operation: IT Operations management
  • Organizing for Service Operation: Technical management
  • Organizing for Service Operation: Application management
  • Service Operation Processes: Event management.

-- Day 2 --

  • Evening Work Debrief,
  • Service Operation Processes: Incident management,
  • Service Operation Processes: Request fulfilment,
  • Service Operation Processes: Problem management,
  • Service Operation Processes: Access management,
  • Common Service Operation Activities 

-- Day 3 --

  • Evening Work Debrief,
  • Common Service Operation Activities,
  • Consideration of Technology,
  • Implementation of Service Operation,
  • Challenges, Risks and Critical Success Factors,
  • ITIL Intermediate Service Operation examination.



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