ITIL® Service Operation Course

/ITIL® Service Operation Course
ITIL® Service Operation Course 2018-07-30T15:12:14+00:00

ITIL® Service Operation Course

  • Certificate: ITIL® Service Operation (official exam)
  • Duration: 4 days
  • Format: Classroom, Virtual or Self-Paced

Course Description

This comprehensive official ITIL® lifecycle certification course will provide you with critical knowledge and practical guidance on the service delivery and support phase within ITIL®’s service lifecycle model, viewed as the “factory” of IT.

Service Operation staff should have in place processes and support tools that provide an end-to-end view of Service Operation and delivery, rather than separate components such as hardware, software applications and networks. This overall view facilitates the detection of any threats or failures to service quality, and must be extended to encompass external aspects of service provision, including, where necessary, shared or interfacing processes and tools.

This course prepares you for the exam leading to the ITIL® Intermediate Certificate: Service Operation. In addition, this certification contributes 3 credits towards the “ITIL® Expert” certification. See the ITIL® certification scheme for more details.

Course Objectives

At the end of this course, you will be able to:

  • Review of Service Operation processes and their associated roles, responsibilities, challenges, risks and critical success factors, including:
  • Review of core Service Operation activities, including:
    • Monitoring and Control
    • Mainframe Management
    • Server Management and Support
    • Network Management
    • Database Management
    • Desktop Support
    • Internet/Web Management
    • Facilities and Datacenter Management
  • Interaction of Service Operation processes with other Service Lifecycle processes
  • Mapping of Service Operation functions to roles, responsibilities and activities
  • Technology and implementation considerations for Service Operations

Target Audience

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, and any IT professional involved in the design of IT services.


This course prepares participants for the examination leading to the ITIL® Intermediate Certificate: Service Operation. A 90-minute exam is scheduled on the last day of the course. It consists of eight multiple choice, scenario-based, gradient scored questions. A passing mark of 70% is required to receive your certificate.

ITIL® Foundation Certificate in IT Service Management is a mandatory prerequisite.

You will attain 3 ITIL® credits and will attain 25 professional development units (PDUs) for Project Managers.

The course is available in public and in-house classroom, virtual classroom and self-paced online format.

Learning Material

ITIL® Service Operation Workbook

Participants will learn the principles and core elements along with the activities and technology and implementation considerations within the Service Operation stage of the Service Lifecycle. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL® Intermediate Service Operation certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. Pink Elephant’s integrated case study deepens the participant’s appreciation of how ITIL® best practices can be applied in order to improve IT performance. Practical assignments are used throughout the course to enhance the learning experience.

Fees and Registration

Self-Paced Online

Anytime, Anywhere

USD 679.00

MYR 2,695.00

SGD 895.00

HKD 5,395.00


Kuala Lumpur – Public

8-11 October 2018

MYR 6,995.00


Singapore – Public

10-13 December 2018

SGD 2,695.00