ITIL® Intermediate: Service Operation

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Call for Classroom Training Dates4 $2,695Register

ITIL®SS - ITIL® Intermediate Qualifications: Service Operation Certificate

Description: In partnership with ITSM Academy, DesTech is offering the ITIL® Capability Course - Based on the Service Operation publication of the ITIL® core library, this course provides best-practice advice and guidance on all aspects of managing the day-to-day operation of an organization's IT Services. It covers issues relating to the people, processes, technology and relationships necessary to ensure the high-quality, cost-effective provision of IT service necessary to meet - and exceed - business needs. Embedded into this course is our unique virtualization, Living the Lifecycle®. Woven through all ITSM Academy's ITIL® Certification classes, it brings processes and concepts to life. Within a virtual business environment, we introduce a service and then follow it from strategic decision through implementation.

  • Our Living the Lifecycle® successfully enables active learning by encouraging the participants to:
  • Discuss and understand pure ITIL® concepts
  • Apply concepts to a "neutral" real world situation
  • Learn different perspectives
  • Reinforce examinable concepts

Duration: 4 Days - The final day is exam

Audience: CIOs, CTOs, IT and Business Professionals and Process Owners involved in the ongoing management,coordination and integration of operation activities within the Service Lifecycle Individuals who require a detailed understanding of the ITIL® Service Operation stage and how it may be implemented to enhance the quality of IT service provision within an organization Individuals seeking to achieve the ITIL® Master or ITIL® Expert™ Certification

Prerequisites: ITIL® Foundation - obtained through ITIL® Foundation or Bridge Course


  • 2 years IT Service Management experience
  • A minimum of 21 hours of personal study


  • Introduction to Service Operation
  • Service Operations Principals
  • Service Operation Processes
  • Common Service Operation Activities
  • Organizing Service Operation: Functions
  • Technology Considerations
  • Implementation Considerations
  • Challenges, Critical Success Factors and Risks

CERTIFICATION: Successfully passing (70%) the 90 minute exam, consisting of eight (8) complex, multiple choice scenario-based questions, leads to the ITIL® Intermediate Certificate.

PROJECT MANAGEMENT INSTITUTE (PMI®) PROFESSIONAL DEVELOPMENT UNITS (PDUS): ITSM Academy is recognized by PMI® as a Global Registered Education Provider (R.E.P.). Learners who are Project Management Professionals earn 22 PDUs upon completion of this course.

ITIL® EXPERT: Earn 3 credits of the 22 required to achieve the ITIL® ExpertT Certification.


  • Upon registration, ITSM Academy will provide a pre-course reading list. Learners will need to complete the reading assignment and bring the Service Operation book to class.
  • Three (3) Days Instructor Led Training and Exercise Facilitation (21 Contact Hours)
  • Access to pre-course recorded training
  • Reviews key ITIL® Foundation concepts
  • Describes pre-class reading and assignments
  • Provides tips for exam preparations
  • Learner Manual (excellent post-class reference)
  • Study Aids and Sample Exams, Exam Preparation
  • Participation in a Unique Series of Case Study-Based Exercises - Living the Lifecycle®
  • In-Class Examination

Note: The ITIL® core library books are not included. Learners must bring their own copy of Service Operation to class, which is available at Upon registration, learners are emailed a copy of the official syllabus to identify class pre-reading.

ITIL® Intermediate Qualification: Service Operation Certificate| Delivery: Classroom, Virtual, Courseware Licensing ITSMP Clock Hours: 22 | Duration: 3 days | Credits: 3 Credits to ITIL® Expert™ and 22 PMI PDUs | subject to external change

Course DateLocationDaysPriceRegister
Call for Classroom Training Dates4 $2,695Register