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ITIL Service Operations

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itil1 ITIL Service Operations

ITIL Service Operations is one of the most preferred certifications from ITIL Lifecycle Stream.

Its Objective is to Ensure Effective and Efficient delivery of IT services.

ITIL Service Operation aims at carrying out routine operational tasks, fixing Problems as well as resolving service failures.

It helps to gather,

Knowledge of management level concepts

Core information of the activities

Techniques within service operation

Service Operation Needs to balance conflicting goals:

Quality of service versus cost of service

Internal IT view versus external business view

Reactive versus proactive activities

Stability versus responsiveness.

It may result in Poor Service if the staff won’t maintain an even balance and focus only on any one of these conflicts.

The Service Transition module is worth 3 credit out of 17 required before proceeding for Managing Across Lifecycle module.


Individual Benefits

Helps in better handling of service outages and identification of their root causes which helps in costs and unplanned resource reduction

Employment prospects are been improved with good package

Individual can identify and concentrate on highest value activities which might help there organisation.

Organization Benefits

Ensures recovery of services and management of incidents.

Services to organizational customers and user are well managed and delivered.

Business transformation and growth can be competitively increased by Managing the customer and service portfolio.

Target Audience

IT Strategists

Delivery Managers

Chief information officers (CIOs)

Chief technology officers (CTOs)

Supervisory staff

IT security managers

Service designers

IT architects

IT planners

IT consultants

IT audit managers

Course outline

Introduction to Service Operation

Service Operation Principles

Service Operation Processes


Organizing for Service Operation

Technology Considerations

Implementing Service Operation

Course Duration

2 Days

Exam Information

Multiple choice examination questions

Eight questions per paper

28 marks required to pass (out of 40 available) - 70%

90 minutes duration

Closed book

Certification by



ITIL Foundation

Course Takeaways

2 day of classroom session

Accredited study material

Live examples with informative case studies

Extraordinary training with excellence methodology

Instant exam with preliminary result

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