ITIL® Intermediate Level - Service Operation (SO)
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ITIL® Intermediate Level - Service Operation (SO)

ITIL® Intermediate Level - Service Operation (SO)


What is the ITIL® Service Operation course?

ITIL® Service Operation is one of the ITIL® Lifecycle modules and concentrates on the principles, processes, operational activities and functions that enable you to successfully manage how your products and services perform. The ITIL® Service Operation processes will help you to manage and control the activities and techniques which enables you to effectively sustain and maintain products so they develop and ensure they provide efficient resources for their users.

Course accreditation

Who is it for

Is the ITIL® Service Operation online course right for me?

ITIL® Service Operation is suited to:

  • IT Operations Managers who need to implement or improve a service operations framework
  • IT Service Desk Managers who will need to understand the ITIL® Service Operation processes and their role within the ITIL® framework
  • IT Consultants who are tasked with improving a client’s internal IT operations
  • Any Service Desk or IT Operations Manager who needs to improve their own services to current or prospective clients

The ITIL® Intermediate Service Operation course will give you the skills and experience necessary to build and deploy operations that fulfil genuine business needs efficiently.


How will I advance my career with an ITIL® Service Operation online qualification? ­

­By completing the ITIL® Intermediate Service Operation course, you will have the skills and knowledge required to build an ITIL®-approved service operation. This can open new opportunities that make use of your new service operations management skills.

Why study with us

Why study the ITIL® Intermediate Service Operation course with e-Careers?

  • Design and build a service that assists with IT cost reduction
  • Create a consistent, high quality service operation for internal and external stakeholders.
  • Deliver efficient resolution for all incidents and problems.
  • Reduce the time required to fulfil each service request by following the ITIL® escalation and resolution rules.

Course Details

What are the ITIL® Service Operation online course modules?

  1. Introduction to the course & ITIL® Service Operation
  2. IT Service Lifecycle Service Operation
  3. ITIL® Service Operation Processes
  4. Common Service Operation Activities
  5. Service Operation Functions
  6. Technical Considerations

What does the ITIL® Service Operation online course cover?

  • Service operations principles – the factors that explain why systems and services are delivered in the way that they are and the value they provide to the business
  • ITIL® Service Operations processes – the way IT services are organised and delivered, such as event management, and using incident management to restore services quickly
  • Monitoring and control of IT operations to deliver the required services and to deliver corrective action when required
  • Management of the technology infrastructure in such a way that IT becomes an asset for service delivery
  • Implementing a service desk and supporting structures to capture incidents and institute the remedial actions required
  • Identifying challenges and critical success factors, and creating plans that ensure they are all addressed according to ITIL® standards

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl™ logo is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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