siva priya
Regular Track
Duration Time
14 days


This ITIL Intermerdiate course focuses on Service Operations during the service strategy, design, and transition phase. Learn governance, risks, budget, strategic assets, and more.

The Service Operation module is one of the qualifications within the ITIL® Service Lifecycle category of the ITIL® Intermediate level. The SO module focusses on coordination of the activities involved during service strategy design and transition phase. This certification is aimed at the professionals involved in management of Service Operations.


3 case studies
Participation Certificate

Topics Covered

Introduction to Service Operation 45 min
ITIL And Good Practice In Service Management 55 min
Service Operation Processes 2 hours
Event Management 75 min
Event Management - Value To Business 45 min
Event Management - Triggers, Inputs, Outputs And Interfaces 55 min
Incident Management 2 hours
Incident Management - Purpose And Objectives 60 min
Service Operation Principles 75 min
Achieving Balance In Service Operatione 60 min
Achieving Balance In Service Operation 75 min
Operational Staff Involvement In Service Strategy 45 min
Challenges, Critical Success Factors and Risks 55 min
Request Fulfillment - Technology Considerations 2 hours
Problem Management - Technology Considerations 60 min
Service Desk - Technology Considerations 75 min
Implementation Considerations 2 hours
Implementation Considerations and operations 60 min
Managing Change In Service Operation 60 min
Operational Staff In Service Design And Transition 60 min
Final Review Questions 60 min