ITIL Service Lifecycle: Service Operation

3 Day Course
Official ITIL Curriculum
Code LSO

Book Now - 2 Delivery Methods Available:

Scheduled Online Onsite


The course builds on the general principles covered as part of the ITIL® Foundation course. It covers the lifecycle aspects of Service Operation including - Service Operations principals, activities and technology considerations. It also gives an overview of the Service Operation Processes and Functions. Additionally the course looks at the interfaces between Service Operation and the other stages of the ITIL Service Lifecycle.

The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams. The course is suitable for individuals who require a deeper understanding of the Service Operation stage of the Service Lifecycle. It offers a natural career development path for practitioner staff who already hold the ITIL® V3 Foundation Certificate or equivalent.


  • The purpose of the Service Operation course is to obtain knowledge on ITIL® concepts and terminology.
  • The course also examines organizational issues including functions, groups and teams, department operational health process structures that will enable role focused capability and competency in support of the Service Lifecycle approach as described in ITIL®.
  • The course prepares delegates for the ITIL® Lifecycle examination in Service Operation.


  • The course forms part of the ITIL® Intermediate qualification programme.
  • The examination will consist of a complex multiple choice, closed book paper, to be completed within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark will be 65% or more.
  • Successful candidates will be awarded 3 credits towards the ITIL® Expert qualification.

Training Partners

We work with the following best of breed training partners using our bulk buying power to bring you a wider range of dates, locations and prices.


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Introduction to Service Operation (4 topics)

  • The purpose, objectives and scope of service operation
  • The value to the business
  • The context of service operation in the ITIL service lifecycle
  • The fundamental aspects of service operation and the ability to define them

Service Operation Principles (3 topics)

  • How an understanding of the basic conflict between maintaining the status quo and adapting to changes in business needs can lead to better service operation
  • Other service operation principles including: involvement in other lifecycle stages; understanding operational health; the need for good documentation and communication including a communication strategy
  • Service operation inputs and outputs.

Service Operation Processes (1 topic)

  • The use, interaction and value of each of the service operation processes: event management,incident management, request fulfilment, problem management, and access management.

Common Service Operation Activities (4 topics)

  • How the common activities of service operation are co-ordinated for the ongoing management of the technology that is used to deliver and support the services
  • How monitoring, reporting and control of the services contributes to the ongoing management of the services and the technology that is used to deliver and support the services
  • How the operational activities of processes covered in other lifecycle stages contribute to service operation
  • How IT operations staff should look for opportunities to improve the operational activities

Organizing for Service Operation (2 topics)

  • The role, objectives and activities of each of the four functions of service operation: service desk,technical management, IT operations management, and application management
  • Service operation roles and responsibilities, where and how they are used as well as how a service operation organization would be structured to use these roles.

Technology Considerations (2 topics)

  • The generic requirements of technologies that support service management across all lifecycle stages
  • The specific technology required to support the service operation processes and functions

Implementation of Service Operation (2 topics)

  • Specific issues relevant to implementing service operation including: managing change in service operation; assessing and managing risk in service operation; operations staff involvement in service design and service transition
  • Planning and implementing service management technologies within a company.

Challenges, Critical Success Factors and Risks (1 topic)

  • The challenges (e.g. engagement with staff outside service operation, justifying funding), critical success factors (e.g. management and business support, staff retention) and risks (e.g. loss of service) related to service operation.


Delegates are required to hold the ITIL® V3 Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent. Before taking the course it is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years. It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and relevant books in preparation for the examination.

Additional Learning

The courses below may help you meet the knowledge level required to take this course. If you are unsure please ask a training advisor .

Relevant Certifications

Scheduled Dates

Please select from the dates below to make an enquiry or booking.


Different pricing structures are available including special offers. These include early bird, late availability, multi-place, corporate volume and self-funding rates. Please arrange a discussion with a training advisor to discover your most cost effective option.

Code Location Duration Price Jul Aug Sep Oct Nov Dec
Attend From Anywhere
3 Days $1,533
ITILLSO 3 Days $1,533
Bristol (Castlemead)
3 Days $1,533
ITILLSO 3 Days $1,533
ITILLSO 3 Days $1,533
LSO 3 Days $1,345
Leeds (City Exchange)
3 Days $1,533
LSO 3 Days $1,345
ITILLSO 3 Days $1,533
Manchester (Oxford St)
3 Days $1,533
ITILLSO 3 Days $1,533
ITILLSO 3 Days $1,533
Nottingham (NELC)
3 Days $1,533
LSO 3 Days $1,345

or call:408-759-5074

Alternatively you can request a callback or schedule a call with a Training Advisor

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