ITIL® Service Operation (SO) eLearning

Good e-Learning
Course summary
23 hours, self paced / instant 6 months access
479 GBP excl. VAT
Online courses
Professional Training

Course description

The ITIL Service Operation qualification is one of five ITIL Service Lifecycle Courses and will provide you with guidance that focuses on the coordination and execution of activities that enable the ongoing management and operation of the products or services developed or implemented during the service strategy, design and transition phases of the IT Service Lifecycle as well as any technology and support resources that are used to deliver them.
There are 2 objectives of this course. The first is to gain an introductory overview of the Service management lifecycle, its key processes, roles etc. You also want to
pass the exam! It is the aim of the course to satisfy both.

This course has been accredited by PeopleCert, who are licensed by AXELOS as an Examination Institute for the ITIL® Service Strategy Certificate in IT Service Management.

Suitability - Who should attend?

 Any IT professional who needs to understand the concepts and activities of ITIL Service Operation at management level, but not specific details about each of the supporting processes.

It is also suitable if you have completed the ITIL Foundation certificate, and you are wishing to advance to higher level ITIL certifications

Outcome / Qualification etc.

Course Syllabus
Each of the syllabus areas will be covered in a module of the course; each module may contain a number of lessons, dependent on the areas covered.

Our course has been accredited by EXIN, who are licensed by AXELOS as an Examination Institute for the ITIL® Service Operation Certificate in IT Service Management.

The official mock exams are provided and the course includes a module on how to approach these, working through some examples.

In addition to the resources provided, the examination guidance recommends that candidates should complete at least 23 hours of personal study.
You will also have the option to get help from the Good E-Learning tutors at any time!

Module 1 – Introduction to Service Operation
This module covers the introduction of the core concepts and terminology of service operation in relation to the execution and co-ordination of the activities and processes required to deliver, manage and support services at agreed levels to business users and customers.

Module 2 – Service Operation Principles
This module addresses service operation principles. All aspects related to operations are covered including achieving balance in service operations, providing good service, involvement in other lifecycle stages and operational health.

Module 3 – Service Operation Processes
The module covers the managerial and supervisory aspects of service operation processes. It excludes the day-to-day operation of each process. More detailed process operation guidance is covered in the service capability courses.
Each process is considered from the management perspective. At the end of this module you should understand those aspects that would be required to understand each process and its interfaces, oversee its implementation and judge its effectiveness and efficiency.

Module 4 – Common Service Operation Activities
This module covers the activities commonly performed in service operation and includes the knowledge, interpretation and analysis of service operation principles, techniques and relationships and their application to the delivery and support of services at agreed levels.

Module 5 – Organizing for Service Operation
This module covers the knowledge, interpretation and analysis of the organization of service operation through the service operation functions (e.g. service desk, technical management, IT operations management and application management) and maps these functions to roles, responsibilities and activities as well as organizational structures.

Module 6 – Technology Considerations
This module covers technology as part of implementing service management process capabilities. It also covers the special technology functions and features that are related to service operation practices.

Module 7 – Implementation of Service Operation
This module covers how implementation considerations contribute to service operation. 

Module 8 – Challenges, Critical Success Factors and Risks of Service Operation
This module covers the challenges and risks facing service operation and how critical success factors (CSF) contribute to service operation.

Module 9 – Exam Preparation
This module summarizes the material covered in the previous modules and prepares candidates for the examination.

• This ITIL Service Operation e-Learning course is approved by EXIN as a fully accredited training course.
• Students will gain in-depth knowledge of Service Operation and hold a widely recognised qualification, if successful.
• This course will provide you with a good understanding of the Service Operation principles, its processes and other aspects of this crucial lifecycle stage.
• Students will know the Service Operation phase inside-out enabling you to demonstrate a sound understanding of its core principles and goals.
• With e-Learning, individuals and organizations avoid the typical costs of travel and consultancy by studying independently online

The Exam
In order to achieve this ITIL Intermediate qualification, you must pass the ITIL® Service Operation Certificate in IT Service Management exam.

The course materials provided in the Service Operation e-Learning course will provide you with all the information you need for this exam. You will be tested on:
• Introduction to Service Operation
• Service Operation Principles
• Service Operation Processes
• Common Service Operation Activities
• Organizing for Service Operation
• Technology Considerations
• Implementation of Service Operation
• Challenges, Critical Success Factors and Risks of Service Operation
• Exam Preparation

What does the ITIL Service Operation exam consist of?
The examination will consist of a complex multiple choice, scenario-based closed book paper of 8 questions, to be answered within 90 minutes.

To pass the exam you must get 28 out of 40 questions correct, or 70%.

Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary).

Taking the ITIL Intermediate Service Operation Exam and Practice Exam
You can take the exam online (virtually) using a service called Exin Anywhere. And you can download the Terms and Conditions of taking this exam.
If successful, delegates will gain 3 credits towards ITIL Expert level.

Hardware requirements and further information
Before you book you can test that your computer configuration will meet the requirements for an EXIN Anywhere exam, using an online test provided by Exin.
This test focuses on the suitability of your webcam, microphone and internet connection. Please Visit the Exin Anywhere website for a complete list of information and guidance.

ITIL® is a registered trademark of AXELOS Limited.

Try a Free Trial
Why not try out a free trial module from our ITIL Service Operation e-Learning course!
In this ITIL Intermediate trial module, you will learn about the purpose objectives and scope of Service Operation and its value to the business. You will also learn the Service Operations fundamentals and the context of Service Operation in relation to the other service lifecycle stages of service strategy, service design, service transition and continual service improvement.

All you need to do to access the trial, is either log in or register as a Member of Good e-Learning. It only takes a minute and once you have logged in to the Member Area, you'll have immediate access to all of our free trials!

As a member, you'll also have unlimited access to our complete library of free learning resources as well as the latest updates of upcoming courses.


  • Accredited by PeopleCert
  • Credits awarded: 3
  • 23 hours of course material
  • FREE exam voucher
  • Practice exams
  • Instant 6 months access

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About provider

Good e-Learning

Good e-Learning

Good e-Learning was founded in London, UK and has since grown rapidly in the market, driven by a vision of providing online access to the very best training courses on a global scale, using innovation, technology and e-learning expertise. Not only...

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Average rating 5

Based on 1 reviews.

Ross L
"Well designed course with excellent interactive lessons."
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