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ITIL® Intermediate SO

Service Operation (SO) Training & Exam Package



£460 inc VAT
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Flexible payment options available - study from as little as £51.11 a month with 0% interest

Study method
Online, self-paced
1 Year
ITIL V3 Intermediate: Service Operation
Professional What's this?
Additional info
  • Exam(s) / assessment(s) is included in price

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About ITIL

ITIL® is an acronym for Information Technology Infrastructure Library and is utilised by individuals and organisations worldwide across many industries.

ITIL is an IT Service Management framework that guides businesses to design and deliver IT solutions which will benefit both themselves and their customers.

ITIL is the number one solution framework and approach to service management in the world. The principles in ITIL will help you in your career as ITIL is the most widely recognised approach to IT Service Management.

The ITIL Service Operation qualification will validate your knowledge of the principles and operational activities, which can assist in the management of IT product and service performance. You will learn how to apply your understanding of the principles to your operations which will raise the standards and consistency throughout the process.

Who are e-Careers?

E-Careers are an experienced market leader in online education with the widest range of accredited courses from trusted awarding bodies. With a variety of options available, our course specialists will make sure you enrol on the course that’s right for you.

Hand-picked, expert tutors will guide you through your chosen programme and technical support is always on hand to give you a smooth learning experience. E-Careers have helped over 400,000 people achieve their goals, see what they thought of us by searching e-Careers in TrustPilot and see what we could do for you today.

E-Careers are an officially licenced ITIL affiliate.

Are you interested in improving your Service Management knowledge? Get in touch with us today and we will give you expert guidance as to the best option for you.

Click ‘Enquire Now’ to speak to one of our experts who will guide you through the enrollment process. We are also able to offer Supercard as part of our package, speak to one of our advisors today to find out more.


Key Benefits of Supercard*

  • Completely free mobile phone & gadget insurance worth £15 per month
  • Free night in a luxury hotel
  • Free return flight to one of 13 European destinations
  • Free week’s accommodation in the sun for up to 4 people
  • Free 12-month Gourmet Society membership
  • Up to 40% off cinema

*T&C’s apply.


ITIL V3 Intermediate: Service Operation

Course media


The ITIL® Intermediate Service Operation certification demonstrates a full working knowledge of ITIL® Service Operation principles and processes, along with how they fit into the wider ITIL® framework to fulfil business needs.

Course Units

  • The factors that explain why systems and services are delivered in the way that they are and the value they provide to the business.
  • The way by which IT services are organised and delivered, such as event management and using incident management to restore services quickly.
  • Monitoring and control of IT operations to deliver the required services and to deliver corrective action when required.
  • Management of the technology infrastructure in such a way that IT becomes an asset for service delivery.
  • Implementing a service desk and supporting structures to capture incidents and institute the remedial actions required.
  • Identifying the challenges and critical success factors and creating plans that ensure they are all addressed per ITIL standards.


  • Multiple Choice
  • 8 questions
  • 40 marks available
  • 28 marks required to pass (70%)
  • Closed book
  • 90 minutes’ duration

Course Duration

The ITIL SOA qualification has a duration of 6 hours, however we give you 12 month’s access to the course content meaning you can complete it at your own pace.

Who is this course for?

This ITIL qualification is for IT Operations Managers, Service Desk Managers or anyone who has ITIL® Foundation and is looking to enhance their understanding of the ITIL® framework at the Intermediate level.

This ITIL qualification is intended for those looking to learn about the Service Operation area of IT Service Management and utilise the ITIL qualifications to enhance their career prospects.


To take the Service Operation exam, you must have passed the ITIL® Foundation Examination. There are no requirements to take the course but we recommend you have a good knowledge of service management and have taken the ITIL® Foundation course.

Career path

Once the Service Operation exam has been passed you will be able to function in roles including:
• Operations Manager
• Service Delivery Manager
• Facilities Manager

This ITIL qualification counts as three of the necessary 17 credits to move onto Managing Across the Lifecycle course which leads to the title of “ITIL® Expert”.

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