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ITIL® Intermediate: Service Operation

Course Summary

The ITIL® Service Operation intermediate certificate is one of the five ITIL® Lifecycle phases that build on the knowledge gained from the ITIL® Foundation certificate.

This Lifecycle phase is ideal for those who wish to seek, or currently hold, an operations management or support team leader role in your company.

The primary focus for this ITIL® Service Operation certification is to coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers. Service Operation is also responsible for on-going management of the technology that is used to deliver and support services.

All prices shown exclude VAT


11 Nov 2019 - £1,049.00


16 Dec 2019 - £1,049.00


11 Nov 2019 - £1,049.00
02 Dec 2019 - £949.00
16 Dec 2019 - £1,049.00


25 Nov 2019 - £1,049.00

Course modules:

The following modules aim to give you a thorough understanding of each course topic:

  • Introduction to Service Operation - covers the introduction of the core concepts and terminology of ITIL® Service Operation in relation to the execution and co-ordination of the activities and processes required to deliver, manage and support services at agreed levels to business users and customers.
  • Service Operation Principles - all aspects related to operations are covered including achieving balance in Service Operation, providing good service, involvement in other ITIL® Lifecycle stages and operational health.
  • Service Operation Processes -this covers the managerial and supervisory aspects of the ITIL® processes covered in the Service Operation LIfecycle stage (but excludes the day-to-day operation of the processes which is covered in the Operational Support and Analysis Capability (OSA) Capability module).
  • Common Service Operation Activities - this unit covers the activities commonly performed in Service Operation on a day-to-day basis.
  • Organising for Service Operation - in this unit we explore the organisation of Service Operation through the Service Operation functions (e.g. service desk, technical management, IT operations management and application management) and map these functions to roles, responsibilities and activities as well as organisational structures.
  • Technology Considerations - this unit covers technology as part of implementing service management process capabilities. It also covers the special technology functions and features that are related to Service Operation practices.
  • Implementation of Service Operation - this unit covers how implementation considerations contribute to Service Operation.
  • Challenges, critical success factors and risks - looks at what difficulties and challenges may be ahead, and what measurements need to be put in place in order to ensure targets are met.


Candidates are required to have completed the ITIL® Foundation Certificate in IT Service Management and have a minimum of two years relevant IT experience.

Please note that as of May 2015 PeopleCert requires evidence of this certificate. In order to sit the exam you must provide a paper photocopy of your ITIL Foundation Certificate.
Please ensure you bring this with you on the first day of your course. If you fail to do so you will NOT be able to sit the exam.