ITIL® Service Lifecycle - Service Operation

Online course including exam

The Knowledge Academy


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Study method
Online, self-paced
ITIL V3 Intermediate: Service Operation
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Additional info
  • Exam(s) / assessment(s) is included in price

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This IT Service Management Online training course will prepare delegates for the Service Operation exam, which is included in this course. The ITIL Online Service Operation Training Course will build on previous knowledge from the ITIL Foundation certification, which will allow them to improve their career prospects and abilities within the workplace. Students will learn about the principles and operational activities, which can assist in the management of IT product and service performance. The ITIL Online Service Operation Training Course allows the delegates to take part in distance learning at their own pace, adapting to their busy schedules and allow them to complete their exams when they feel ready.


ITIL V3 Intermediate: Service Operation


Course Duration:

This ITIL online training course has a duration on 13 hours, however you will have access to the course for 90 days from the day of booking.

Course Outline:

The ITIL Service Operation Online Training Course covers the following topics:

  • Introduction to Service Operation
    • The processes and service lifecycle phases
    • Main aspects of Service Operation
    • Core concepts of Service Operation
  • Principles of Service Operation
    • How service operation is organised
    • The definition of “operational health”
    • The creation, components and implementation of a complete communication strategy.
  • Service Operation Processes
    • The use of the five key processes
    • The interaction of the five key processes
    • The value to the business that each of the Service Operation processes contribute
  • Technology Consideration
    • What technology supports Service Operation, how these can be used and where
    • The technology required to support the Service Operations processes.
  • Risks, Challenges and Critical Success Factors
    • The challenges and risks related to Service Operation
    • The details behind how challenges can be addressed
    • The Critical Success Factors (CSFs) related to Service Operation
    • Detailed models for measuring and monitoring Service Operation CSFs

Topic Background:

In the 1980s, the UK Government’s Central Computer and Telecommunications Agency (CCTA) developed a set of recommendations after realising private sector contracts and standard practices has begun creating their own IT management practices independently. The IT Infrastructure Library (ITIL) began as a collection of books, each covering a specific area within IT Service Management. It was created around a process model-based view of the control and management of operations. In 1989-96, the number of books in ITIL v1 grew to over 30. In the early 00s, ITIL v2 merged the books into nine “sets” that grouped related process guidelines to work alongside the different aspects of IT management, IT applications and IT services. It was updated in 2007 and then again in 2011, giving us ITIL v3, with five volumes.


This ITIL Online Service Operation training course is accredited by BCS.


Is this course accredited?

This ITIL Online Service Operation training course is accredited by BCS.

Does this course include exams?

Yes, this ITIL Online Training Course includes the Service Operation exam.

What is the structure of the exams?

The Service Operation exam is scenario-based.

Are there any pre-requisites for the course?

It is required that delegates complete and pass the ITIL Foundation course and exam before enrolling onto this course.

How long until I receive the course confirmation details?

If you purchase the course online, you will receive you welcome pack immediately after making the payment. If you purchase the course through one of our learning advisors on call, your account will be set up within one business working day.

How long do I have access to the materials for?

You will have access to the materials for 90 days from the day of booking.

Who provides this course?

We provide all of our courses, which are created by our dedicated in-house online training team.

What support do you offer?

Our customer service department is available 24 hours a day, answering questions and offering support around the clock

What is online training?

Online training, also known as computer-based training (CBT), eLearning and distance learning is a form of training that takes place solely on the internet, using audio, video and graphics.

What’s Included?

  • 24/7 access for 90 Days to the online training course enabling you to study anytime, anywhere.
  • Interactive and engaging online training modules designed based on time tested methodologies for effective learning.
  • Easy to use online interface with navigation videos and tools to assist you in every step of your learning experience.
  • Technical, administrative and tutor support through our online Support suite.
  • Discussion Forums to interact with other online students.
  • Personal Performance Dashboard giving you a snapshot of your real time progress.
  • Training Modules/Videos
  • Module Assessments to test your subject knowledge at each stage
  • Mock Examinations - timed and scored like your final certification examination to provide you
  • *Free Global Live Sessions - online live sessions designed to bridge the gap between online self-learning and the benefit of having tutor support in class. GLS are interactive online video conferences conducted for you to get subject related assistance from our experienced trainers.
  • Walk-in Clinic - Face to face sessions to interact with tutors in one of our training centres.
  • Study Schedule
  • Certification Exam

*Subject to availability of the specific training in the specific city.

Exam Structure

ITIL Service Operation Exam details:

  • Multiple choice, scenario based, gradient-scored questions
  • 1 ½ hour duration
  • 8 questions
  • 70% pass mark

    About This Product

    All of our ITIL online courses are created by us, for us and never outsourced, ensuring the highest quality in eLearning courses. Each eLearning course is handmade by our dedicated in-house team, who spend months researching and constructing each ITIL course they produce. The online courses are written with guidance from our expert trainers with over 5 years of experience in ITIL, giving our distance learning courses a professional edge that delivers you the latest knowledge and understanding in a more relaxed and convenient environment.

    Rather than the usual ‘question and answer’ format, our ITIL online training courses are interactive and engaging, allowing you to get the best learning experience possible. This has also been proven to increase memory retention, which is one of the main reasons behind our high exam pass rates in ITIL online training. Our team take extra care to ensure our online courses are as detailed and up to date as possible, resulting in us becoming one of the leading providers of ITIL online training and ITIL eLearning courses.

Who is this course for?

ITIL Online Service Operation Training Course with Exam is intended for those looking to learn about the Service Operation area of IT Service Management to gain the certifications needed for a career or just to improve on their understanding. This ITIL Online Training Course is specifically intended for those with busy schedules that require the flexibility to study in their own time.

This Certification is most suited for:

  • IT professionals looking for a widely regarded industry-specific qualification
  • IT support engineers looking to specialise in network support and management
  • Executive and Directors of IT department
  • Network Engineers

By choosing online learning instead of a classroom based course, it eliminates the need for time away from work, saving you valuable time and money. It is also ideal for those with tight schedules as our distance learning gives you 90 days access, meaning it can be picked up whenever you have the time. As all you need for this course is an internet connection, this course can be studied from home, meaning you can study in a more comfortable environment, also saving on travel costs.


It is required that delegates complete and pass the ITIL Foundation course and exam before enrolling onto this course.

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