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ITIL® v3 Service Operation (SO) Full Certification Online Learning Course - The ITIL® V3 Intermediate 1111490

ITIL® v3 Service Operation (SO) Full Certification Online Learning Course - The ITIL® V3 Intermediate 1111490

Screenshots of ITIL® v3 Service Operation (SO) Full Certification Online Learning Course - The ITIL® V3 Intermediate

ITIL® v3 Service Operation (SO) Full Certification Online Learning Course - The ITIL® V3 Intermediate Publisher's Description

Who Knew ITIL Certification E-Learning This Quick and Easy Could Make You Look This Good.



“The Art of Service has dramatically changed the way we deliver employee training. We can now deliver more training at less cost to a wider audience in a shorter period of time.”


On-demand eLearning: Don’t pay over $ 3,000.00 for a 4 day class room based course – you’re out of touch with your work for 5 days and including the course fee: the costs are insurmountable – take the online learning option instead and study at your own pace.


Course Description:

This intensive interactive course immerses learners in the practical aspects of the ITIL® v3 Service Lifecycle and processes associated with Service Operation.
The program is part of the Intermediate Lifecycle Stream and focuses on the processes across the Service Lifecycle pertaining to the capability of Service Operation.  The principles and activities relevant to the processes, technology and implementation considerations, and management and control of the activities are covered within this program.

The main focus of this course is on the Service Operation process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment.

This training is intended to enable the holders of the certificate to apply the practices in Service Operation
of the Service Management Lifecycle.

This course is designed using an engaging, interactive and flexible online approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam: the APMG/EXIN Intermediate Level Service Operation.
Introduction and Overview
Service Operation and the overall ITIL lifecycle
  • Principles and objectives
  • Functions and common activities
  • How Service Operation creates business value
Balancing conflicting goals
  • Internal IT vs. external business view
  • Stability vs. responsiveness
  • Quality of service vs. cost of service
  • Reactive and proactive activities
Core Service Operation Processes
Primary ITIL processes within Service Operation
  • Event management: active and passive monitoring
  • Restoring normal service quickly through Incident Management
  • Request fulfillment
  • Managing Problems with root cause analysis
  • Access management
Operational activities of other ITIL processes
  • Change, Configuration and Release Management
  • Capacity and Availability Management
Common Service Operation Activities
Monitoring and control of IT operations
  • Detecting the status of services and CIs
  • Taking appropriate corrective action
  • Console management/operations bridge: a central coordination point for monitoring and managing services
Management of the infrastructure
  • Mainframe, server and network management
  • Storage and database management
  • Managing directory services and desktop support
  • Facilities and datacenter management
  • Managing IT security in service operations
  • Improving operational activities
Operational aspects of processes from other lifecycle phases
  • Change, configuration and release
  • Availability
  • Capacity
  • Service continuity
Organizing for Service Operation
Mapping Service Operation functions to activities
  • Roles and responsibilities
  • Understanding the organizational context
Service Operation structure
  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application management
Key functions of the Service Desk
  • Logging incidents and requests
  • First-line investigation and diagnosis
  • Managing the lifecycle of incidents and requests
  • Keeping users informed
Structuring the Service Desk
  • Local vs. centralized
  • The virtual service desk
  • Follow-the-sun operation
Technology-Related Issues
  • Technology, tools and expertise requirements
  • Defining architecture standards
  • Involvement in the design and build of new services and operational practices
  • Contributing to Service Design, Service Transition and Continual Service Improvement projects
  • Evaluating change requests
  • Matching technology to the organizational situation
Implementation Challenges and Risks
  • Managing change in service operations
  • Service operation and project management
  • Assessing and managing risk
  • Operational staff in design and transition
  • Planning and implementing service management technologies
  • Identifying critical success factors

Learning Objectives: At the end of this course, the learner will gain competencies in:

  • Understanding Service Management as a Practice, Service Operation principles, purpose and objective
  • Knowing the important role of Service Operation in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes
  • The activities, methods and functions used in each of the Service operation processes
  • The application of Service Operation processes, activities and functions to achieve operational excellence
  • How to measure Service Operation performance
  • The challenges, critical success factors and risks related with Service Operation
  • The roles and responsibilities within these processes and the activities for supporting the Service Management Lifecycle
  • Technology and implementation considerations surrounding Service Operation
  • Challenges, critical success factors and risks associated with this module
As well as preparing participants for the exam.

Audience: The Service Operation course will be of interest to:

  • Individuals who have their ITIL v3 Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.
  • Individuals and / or operational staff who require a comprehensive practical understanding of the Service Operation processes and how these may be used to enhance the quality of IT service support within an organization, for example: operational staff involved in Technical Management, IT Operations Management and Application Management
  • IT professionals involved in IT Service Management implementation and improvement programs. A typical role includes (but is not restricted to): IT professionals, IT / business managers and IT / business process owners, IT practitioners.


By developing participants’ knowledge regarding the ITIL framework it will enable:
  • The establishment of a common language between the business and IT.
  • Readiness for Service Operation implementation and maintenance
  • Consistency in support of IT Services.
  • Staff better understand their role within the entire Service Lifecycle


ITIL v3 Foundation Certificate in IT Service Management or ITIL v2 Foundation Certificate plus Bridge Certificate. It is highly recommended that you read the Service Operation book prior to commencement of this program.


The program combines short presentations supported by accredited trainer audio.  There are also quizzes and exercises (marking scheme provided) to ensure learners are testing their knowledge and competency  to enhance understanding of key concepts. Revision questions and a mock examination help to prepare for the multiple-choice APMG/EXIN examination.

This program is an eLearning Program.

Program Materials

  • Access to presentation with trainer audio
  • The Art of Service Service Operation Book
  • Exercises + Answers (where applicable)
  • Mock Exam questions

About the Examination and Certification:

  • Completion of the Service Operation course from an Accredited Training Provider (The Art of Service) is required to sit the exam.
  • It is recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the Service Operation book in preparation for the examination.
  • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
  • Exam duration is a maximum 90 minutes (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)
  • Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
  • Pass score is 28/40 or 70%

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