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ITIL® Intermediate : Service Operation (SO) with Official Exam

Spring Sale | Course with Exam Included|Accredited By Axelos| Recognised Accredited Qualification

Global Edulink


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£269 inc VAT (was £499)
Offer ends 16 June 2021
Study method
Online, self-paced
6 hours
Access to content
365 days
ITIL V3 Intermediate: Service Operation
Professional certification What's this?
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students
  • TOTUM card is available to purchase separately What's this?

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ITIL® Intermediate : Service Operation (SO) with Official Exam

If learners have completed the ITIL Foundation course they can move to the intermediate level of the ITIL lifecycle. The main objective of ITIL SO is to ensure efficient and effective delivery of IT services to meet the satisfaction of customers. There are various tasks addressed in the Service Operation process. This involves servicing user requests, performing routine operational tasks and efficient fixing of service failures.

The ITIL – Intermediate Service Operation certification course will give learners an in-depth understanding of the purpose of service operation and the value within the organisation. Individuals will learn how to review service operation activities and how it interacts with other stages of the lifecycle.

The ITIL SO certificate contributes 3 credits towards the ITIL Expert certification which requires a total of 17 credits. It is a globally recognised qualification and will give learners an internationally recognised certificate that will enable them to move forward in their employment in an IT enterprise.

Students will be issued an official cover letter stating that you have completed 06 CPD hours at the completion of your ITIL® Intermediate : Service Operation (SO) course.

"ITIL® is a (registered) Trade Mark of AXELOS Limited. All rights reserved."

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Learners will get “Certificate in COVID-19 (Coronavirus) Awareness” Course for Free on purchasing this course


ITIL V3 Intermediate: Service Operation

Course media


What Will I Learn?

  • Gain an understanding of service operation.
  • Learn about service operation processes.
  • Understand how to organise for service operation functions.
  • Learn how to implement service operation.
  • Learn the principles and purposes of service operation.

Course Curriculum : ITIL® Intermediate : Service Operation (SO)

Module 01: Course Introduction – Vo

  1. Course Organization
  2. Course Conventions & Agenda

Module 02: It Service Lifecycle Service Operation

  1. Introduction To Service Operation
  2. Principles Of Service Operation
  3. Service Operation Summary

Module 03: Service Operation Processes

  1. Event Management
  2. Incident Management
  3. Lesson: Request Fulfillment
  4. Problem Management
  5. Access Management
  6. Operational Activities Of Other Lifecycle Processes
  7. Service Operation Processes Summary

Module 04: Common Service Operation Activities

  1. Common Activities
  2. Common Activities Summary

Module 05: Service Operation Functions

  1. Service Desk Function
  2. Technical Management Function
  3. Application Management Function
  4. It Operations Management
  5. Service Operation Functions Summary

Module 06: Technical Considerations – Vo

  1. Service Operation Organizational Structures
  2. Roles & Responsibilities
  3. Technology Considerations
  4. Implementing Service Operation
  5. Service Operation Considerations Summary

Access Duration

The course will be directly delivered to you, and you have 12 months access to the online learning platform from the date you joined the course. The course is self-paced and you can complete it in stages, revisiting the lectures at anytime.

Method of Assessment

At the end of the ITIL® Intermediate Module – Service Operation course you will be required to take a multiple choice question assessment test comprising of 8 questions per paper in 90 minutes duration. (28 marks required to pass out of 40) The multiple choice question assessment will be automatically marked with learners receiving an instant grade. The pass mark is 70%, closed book.

Awarding Body

The ITIL® certification scheme provides a modular approach to the ITIL framework, and is comprised of a series of qualifications focused on different aspects of ITIL best practice to various degrees of depth and detail.

The tiered structure of the qualification offers candidates flexibility relating to the different disciplines and areas of ITIL and the ability to focus their studies on key areas of interest.

The certificate will be awarded by Axelos. This is a globally recognised best practice qualification that will make your CV standout and encourage employers to see your motivation at expanding your skills and knowledge in the IT enterprise.

Benefits you will gain:

  • 0% interest free payment plan
  • High quality e-learning study materials and mock exams.
  • Tutorials/materials from the industry leading experts.
  • 24/7 Access to the Learning Portal.
  • Recognised Accredited Qualification
  • Excellent customer service and administrative support.
  • Learners will be Eligible for TOTUM Discount Card

Who is this course for?

  • The course is aimed at Security Managers and Security Administrators.
  • Service Desk.
  • IT Planners.
  • Network Support.
  • Individuals working in roles within service based business models who want to enhance their knowledge of concepts, functions and processes related to service operation.


  • The course requires that learners have an understanding of the ITIL Foundation course.

Career path

  • IT Operations Manager (average UK yearly salary: £46,144)
  • IT Security Manager (average UK yearly salary: £51,234)
  • Database Administrator (average UK yearly salary: £30,589)
  • Release Manager (average UK yearly salary: £40,401)
  • IT Project Manager (average UK yearly salary: £42,549)

Questions and answers


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What does study method mean?

Study method describes the format in which the course will be delivered. At courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.