DUNS #: 07-985-4198 | Cage Code: 7F5V0 | NAICS Codes: 611310, 611420

ITIL Lifecycle Service Operation (SO)

5 Days

Price: $2295

Course Schedule


This five-day Live Instructor-Led course provides you with an intense and focused exploration of the new and updated topics in ITIL® from the point of view of the owner of a process or set of activities. The course is intended for those who work within a Service Operation (SO) environment and require a deeper understanding of the underlying concepts, processes/functions and activities involved and management responsibilities and how they may be used to enhance overall service quality and service provision.


  • Focus on the managerial and control aspects of the operational environment with regard to Service Operation.
  • Educate IT Professionals in the value of IT Service Operation.


  • CIOs, CTOs, Managers, Supervisory Staff
  • Team Leaders, Designers, Architects, Planners,
  • IT Consultants, IT Audit Managers and IT Security Managers.
  • Candidates looking to achieve credit towards the coveted ITIL Expert designation


The candidate must hold (photocopy required) one of the following:

  • v3 ITIL® Foundation Certificate, or
  • v2-v3 Foundation Bridge Certificate

• It is also strongly recommended that the candidate have 2-4 years of professional experience within Service Management as well as defined experience in at least one of the SO processes.



  • Purpose and goals
  • Linking Service Operation to other ITIL Lifecycle stages
  • How Service Operation creates business value
  • Service Operation principles: common principles and guidelines that will influence the performance of SO processes and functions

Service Operation Principles

  • Organizational issues
  • Achieving balance in Service Operations

Service Operation Processes

  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management

Organizing Service Operation

  • Mapping Service Operation functions to activities
  • Service Operation structure
  • Key functions of the Service Desk
  • Structuring the Service Desk
  • Service Operations Functions

Technology and Implementation

  • Considerations
  • Defining technology and tool requirements
  • Analyzing the technology requirements for the elements of Service Operation
  • Supporting Service Operation through technology
  • Matching technology to the organizational situation

Implementing and Improving Service Operation

  • Challenges facing Service Operation
  • Identifying CSFs and risks that affect the viability of new and changed services
  • Establishing critical success factors and key performance indicators (KPIs)
  • Estimating benefits and risks for new or changed services