ITIL® Lifecycle - Service Operation

The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Operation publication. 

The ITIL Intermediate Qualification: Service Operation Certificate is a free-standing qualification but is also part of the ITIL intermediate lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. 

Course Syllabus:

• Learning Unit SO01: Introduction to service operation
• Learning Unit SO02: Service operation principles
• Learning Unit SO03: Service operation activities
• Learning Unit SO04: Common service operation activities
• Learning Unit SO05: Organizing for service operation
• Learning Unit SO06: Technology considerations
• Learning Unit SO07: Implementation of service operation
• Learning Unit SO08: Challenges, critical succcess factors and risks

Prerequisite:
Entry Criteria Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to  gain admission.

Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required: 

• Earlier ITIL (V2) Foundation plus Foundation Bridge
• ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).

Eligibility for Examination:
To be eligible for the ITIL Intermediate Qualification: Service Operation examination, the candidate must have fulfilled the following requirements: 

• At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme 
• A basic IT literacy and around 2 years IT experience are highly desirable
• Hold the ITIL Foundation Certificate in IT Service Management 
• It is also recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Service Operation publication in preparation for the examination, specifically Chapter 2: Service management as a practice.