ITIL  Service operation course & exam 

The Lifecycle stream is targeted at delegates who will manage and implement ITIL processes.
The Service Operation course covers principles and processes that allow service providers to maintain stable live services and support their customers and end users.
Please note that the ITIL v3 Service Operation exam will be withdrawn on 1st January 2022
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Course overview

Recommended Package - $948 - $869
  • Get certified at your own pace
  • 90 or 150 days online access
  • Fully accredited
  • Study guides, quizzes, sample exam and more
  • Tutor support
  • 24/7 helpdesk
  • Training+ Virtual Mentor session included

Course contents

This Intermediate level certification will offer you an introduction to Service Operation, Operation principles and Operation processes.
11 Lessons
Covering ITIL terminology, structure, concepts and processes
Video tutorials, study guides and quizzes
Study duration
21 hours
Modules in this training
  • Introduction to Service Operation
  • Lesson 1 – Foundation Review
  • Lesson 2 – Introduction to Service Operation
  • Lesson 3 – Service Operation Principles
  • Lesson 4 – Service Operation Processes
  • Lesson 5 – Service Operation Through the Lifecycle
  • Lesson 6 – Common Operational Activities
  • Lesson 7 – Organising Service Operation
  • Lesson 8 – Technology Considerations
  • Lesson 9 – Implementation Considerations
  • Lesson 10 – Challenges, Critical Success Factors and Risks
  • Lesson 11 – The Sample Exam

Course samples

Course pre-requisites

  • Delegates must hold the ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)
  • 21 hours of study via an accredited training solution – confirmed by your course completion certificate
  • 2 years IT experience is desirable
  • 21 hours of self-study using the Service Operation core volume is recommended

Exam details

Exam duration
90 minutes
Exam format
Closed book, multiple choice
Exam delivery
Online, webcam proctored. Read more here
Exam pass mark
70% (28/40 marks across 8 questions)
Exam language
Extra time is available for non-native English speakers.
Exam value
3 ITIL credits

Who's it for

Recommended for anyone working in operations / Live Service, including Service Desk Managers or team leaders or those working in Desktop, Applications and Hardware Support or Data Center Management

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