ITIL® Lifecycle Course - Service Operations

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​The constant barrage of new technologies and ever evolving business requirements demands an updated approach to IT Service Operation.

Based on the Service Operation publication of the ITIL® core library, this three (3) day instructor-led course provides best-practice advice and guidance on all aspects of managing the day-to-day operation of an organization's IT Services. It covers issues relating to the people, processes, technology and relationships necessary to ensure the high-quality, cost-effective provision of IT service necessary to meet - and exceed - business needs.

Embedded into this course is our unique virtualization, Living the Lifecycle® which successfully enables active learning by encouraging the participants to:

  • Discuss and understand pure ITIL concepts
  • Apply concepts to a "neutral" real world situation
  • Learn different perspectives
  • Reinforce examinable concepts

Intended Audience

The primary audience is:

  • CIOs, CTOs, IT and Business Professionals and Process Owners involved in the ongoing management, coordination and integration of operation activities within the Service Lifecycle
  • Individuals who require a detailed understanding of the ITIL® Service Operation stage and how it may be implemented to enhance the quality of IT service provision within an organization
  • Individuals seeking to achieve the ITIL Master or ITIL Expert™ Certification

At Completion

Upon successful completion students will understand:

  • Introduction to Service Operation
  • Service Operations Principals
  • Service Operation Processes
  • Common Service Operation Activities
  • Organizing Service Operation: Functions
  • Technology Considerations
  • Implementation Considerations
  • Challenges, Critical Success Factors and Risks


Candidates for this course have:

  • ITIL Foundation – obtained through ITIL Foundation or Bridge Course
  • Prerequisite Certification must be Provided Prior to Class Start


  • 2 years IT Service Management experience
  • A minimum of 21 hours of personal study

Note: The Service Operation exam is a very challenging test. Upon registration, learners will be provided a pre-course reading list. Learners will be expected to read the case study and process chapters from the appropriate ITIL book - Service Operation - before the first class date...a minimum 21 hours of personal study.

Exams & Certifications

​Successfully passing (70%) the 90 minute exam, consisting of eight (8) complex, multiple choice scenario-based questions, leads to the ITIL Intermediate Certificate.


Course Outline



ITIL® Lifecycle Course - Service Operations® Lifecycle Course - Service Operations

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