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ITIL® Service Lifecycle: Service Operation

Duration 3 days

Target Audience

The main target group includes, but is not restricted to:

  • CIO’s
  • CTO’s
  • Managers
  • Supervisory staff
  • Team leaders
  • Designers
  • Architects
  • Planners
  • IT consultants
  • IT audit managers
  • IT security managers
  • ITSM trainers



ITIL® Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.

It is also recommended that delegates should complete at least 21 hours of self-study by reviewing the syllabus and the Service Operation book in preparation for the examination

Course Content

Introduction to service operation


  • The purpose, objectives and scope of service operation
  • The value to the business
  • The context of service operation in the ITIL service lifecycle
  • The fundamental aspects of service operation and the ability to define them 


Service operation principles


  • How an understanding of the basic conflict between maintaining the status quo and adapting to
  • changes in business needs can lead to better service operation 
  • Other service operation principles including: involvement in other lifecycle stages; understanding operational health; the need for good documentation and communication including a communication strategy 
  • Service operation inputs and outputs


 Service operation processes


  • The use, interaction and value of each of the service operation processes: event management, incident management, request fulfilment, problem management, and access management


Common service operation activities

  • How the common activities of service operation are co-ordinated for the ongoing management of
  • the technology that is used to deliver and support the services 
  • How monitoring, reporting and control of the services contributes to the ongoing management of
  • the services and the technology that is used to deliver and support the services
  • How the operational activities of processes covered in other lifecycle stages contribute to service operation 
  • How IT operations staff should look for opportunities to improve the operational activities


Organizing for service operation

  • The role, objectives and activities of each of the four functions of service operation: service desk, technical management, IT operations management, and application management 
  • Service operation roles and responsibilities, where and how they are used as well as how a service operation organization would be structured to use these roles


Technology considerations

  • The generic requirements of technologies that support service management across all lifecycle
  • stages 
  • The specific technology required to support the service operation processes and functions


Implementation of service operation

  • Specific issues relevant to implementing service operation including: managing change in service
  • operation; assessing and managing risk in service operation; operations staff involvement in service design and service transition 
  • Planning and implementing service management technologies within a company


Challenges, critical success factors and risks

  • The challenges (e.g. engagement with staff outside service operation, justifying funding), critical success factors (e.g. management and business support, staff retention) and risks (e.g. loss of service) related to service operation


Exam Preparation


The Exam

The exam is gradient, scenario based multi-choice. There are 8 questions to be completed in 90 minutes. 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. The pass mark is 28 marks from 40 (70%).


ITIL® courses are presented on behalf of Adapt Limited by Framelogic who are an APMG Accredited Training Organisation (ATO). APMG is responsible for examinations and course licensing control of the ATO

ITIL® is a Registered Trade mark of AXELOS Ltd