ITIL® Service Operations - Virtual Classroom

How does the Exam Pass Guarantee work?

We have found our Virtual Classroom training has provided higher pass rates, which has made us confident to offer an Exam Pass Guarantee, so you know we’ll support you until you are certified.

With our Exam Pass Guarantee, if you do not pass the exam after attending this training course with us, you will be eligible to attend the same training again for free.

All we ask is that you:

•    Attend all class days and complete all assignments
•    Take the exam within 30 days of completing your Virtual Classroom training
•    Request your course re-enrolment within 30 days of the failed exam attempt

Please Note:

Students retaking the course are required to use any materials or books distributed to them in their original course session. Failure to provide these materials will result in the student being charged for replacement materials.

*Exam Pass Guarantee does not include the resit exam; this would need to be purchased at an additional cost.

Is the ITIL Service Operations course suitable for me? 

Our ITIL Service Operation training course would suit IT professionals, including:

•    Release Manager
•    Security Administrator
•    Applications Support
•    IT Operations Manager
•    Database Administrator
•    Problem Manager
•    Service Desk
•    Incident Manager
•    Network Support
•    Security Manager

What jobs can I apply for after my ITIL Service Operations training?

Adding an ITIL Service Operation certificate to your CV, will enable you to apply for a range of job roles in this sector, including:

•    Service Desk and Incident Manager – £23k
•    Security Administrator - £25k
•    Database Administrator - £31k
•    Applications Support - £32k
•    Network Support - £44k
•    Problem Manager - £45k
•    Problem Manager - £45k
•    IT Operations Manager - £48k
•    Release Manager - £56k

(Source: Payscale)

ITIL Service Operations Syllabus

Learning Outcome

Candidates can expect to gain competencies in the following areas:

•    Service operation principles & processes.
•    Common service operation activities.
•    Technology considerations.
•    Implementation of service operation.
•    Challenges, critical success factors, risks, and more.

Introduction to service operation

•    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

•    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

•    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

•    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.

Organising for service operation

•    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 organisation would be structured to use these roles.

Technology considerations

•    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

•    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

•    The challenges, critical success factors and risks related to service operation.

ITIL Service Operations Exam Details

IMPORTANT : You will need to ensure your device is compatible for you to take your exams. Please check and follow the official guidelines here.

Exam Format – Multiple-choice.

Duration – 90-minutes.

Pass mark – 28/40 (70%).