ITIL® Service Lifecycle: Service Operation Training

Level: Intermediate
RATING: 4.8/5 4.78/5 Based on 301 Reviews

Learn to plan, implement, and optimize service operation processes that align with your organizational strategy with this ITIL Service Operation training. ITIL SO focuses on the managerial and control aspects of the operational environment for those who require a deeper understanding of the underlying concepts, processes/functions, and activities involved and management responsibilities and how they may be used to enhance overall service quality and service provision.

ITIL 4 is coming — but don't put your ITIL journey on hold ›

ITIL<sup>&reg;</sup> Service Lifecycle: Service Operation Training

Key Features of this ITIL Service Strategy Certification Training:

  • Choose from blended on-demand and instructor-led learning options
  • ITIL Success Package and exclusive LinkedIn community support included (premium training only)
  • ITIL exam voucher included

You Will Learn How To:

  • Prepare for and pass the ITIL Service Operation (SO) exam
  • Plan key activities for ITIL Service Operation processes
  • Maintain stability in SO while allowing for changes in design, scale, scope, and service
  • Support operations through new models and architectures
  • Evaluate SO processes with critical success factors and KPIs

Certifications/Credits:

APM Group--ITIL CPE 19 Credits PMI 19 PDU

Choose the ITIL Training Solution That Best Fits Your Needs

ON DEMAND

On Demand & Instructor Coaching

Unlimited annual access to:

  • On-demand ITIL SO modules, courseware, and instructor support
  • Earn PMI PDUs for self-directed learning
  • Exam voucher included
View Bundle Details & Schedule

Standard $1090/ Year

Government $1090/Year

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PRODUCT #70D2

LIVE, INSTRUCTOR-LED

In Class & Live, Online Training

Unlimited annual access to:

  • 3-day instructor-led training course
  • Earn 19 PMI PDUs
  • One-on-one after-course instructor coaching
  • Exam voucher included
View Course Details & Schedule

Standard $1950

Government $1950

RESERVE SEAT

PRODUCT #991

PREMIUM TRAINING

Unlimited Access to Everything

Unlimited annual access to:

View Bundle Details & Schedule

Standard $2450/Year

Government $2450/Year

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PRODUCT #70D3

TRAINING AT YOUR SITE

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  • Bring this or any training to your organization
  • Full - scale program development
  • Delivered when, where, and how you want it
  • Blended learning models
  • Tailored content
  • Expert team coaching

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Save More On Training with FlexVouchers – A Unique Training Savings Account

Our FlexVouchers help you lock in your training budgets without having to commit to a traditional 1 voucher = 1 course classroom-only attendance. FlexVouchers expand your purchasing power to modern blended solutions and services that are completely customizable. For details, please call 888-843-8733 or chat live.

On Demand & Instructor Coaching

ITIL On-Demand Training Information

You get annual access to an on-demand ITIL SO course, official courseware, and support directly from the course instructor.

  • Prerequisites

    • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Certification Information

    • Achieving the ITIL Intermediate Qualification: Service Operation certificate provides three credits toward your ITIL Expert certification.

On-Demand Training Outline

  • Module 00: Course Introduction

  • Module 01: Exam Tips

    • Understanding the exam process
    • Exam questions and grading
    • Taking the exam
    • Using the practice exams
  • Module 02: Service Management as a Practice

    • Components of the Service Lifecycle
    • What is a Service?
    • What Comprises Value?
    • What is Service Management?
    • A Process
    • Generic Roles
  • Module 03: Overview of Service Operation (SO)

    • Purpose, Objectives, Scope of SO
    • SO – Value to the Business
    • Service Operation Challenges
    • Service Operation Critical Success Factors
    • Service Operation Risks
  • Module 04: Exercise: ITSM and Failure

  • Module 05: Service Operation Principles Part 1

    • Achieving Balance in Service Operation
    • Providing Good Service
    • Involvement in Other Lifecycle Phases
    • Operational Health
    • Communication
  • Module 06: Service Operation Principles Part 2

    • Documentation
    • SO Inputs and Outputs
    • Generic Technology Considerations
    • Exercise: “That’s Good Enough for Me”
  • Module 07: Monitoring and Control Part 1

    • Monitor Control Loops
    • Simple
    • Complex
    • ITSM
  • Module 08: Monitoring and Control Part 2

    • Defining Objectives for Monitoring Control
    • Types of Monitoring and Reporting
    • Measurement, Metrics and KPIs
  • Module 09: Common SO Activities Part 1

    • IT Operations
    • Server & Mainframe Management and Support
    • Network Management
    • Storage & Archive
    • Database Administration
    • Directory Services Management
    • Desktop & Mobile Device Support
    • Middleware Management
    • Internet/Web Management
    • Facilities & Data Center Management
  • Module 10: Common SO Activities Part 2

    • Operational Activities in other Lifecycle Phases
    • Improvement of Operational Activities
  • Module 11: EXERCISE: ITSM Monitor Control Loop

  • Module 12: Event Management Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
    • Process Overview
    • Roles
  • Module 13: Event Management Part 2

    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
    • Designing for Event Management
    • Technology Consideration
  • Module 14: Request Fulfillment (RF)

    • Purpose/Objective/Scope
    • Value to the Business
    • Policies/Principles/Basic Concepts
    • Process Overview
    • Roles
  • Module 15: Request Fulfillment (RF) Part 2

    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
    • Technology Considerations
  • Module 16: Incident Management (IM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
    • Process Overview
    • Roles
  • Module 17: Incident Management (IM) Part 2

    • Triggers, Inputs/Outputs &Interfaces
    • Metrics
    • Technology Considerations
  • Module 18: Problem Management (PM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
    • Process Overview
    • Roles
  • Module 19: Problem Management (PM) Part 2

    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
    • Technology Considerations
  • Module 20: Access Management (AccM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
    • Process Overview
    • Roles
  • Module 21: Access Management (AccM) Part 2

    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
    • Technical Considerations
  • Module 22: Service Desk (SD) Part 1

    • SD – Purpose/Goal/Objective
    • Role of the Service Desk
    • Organizational Structures
  • Module 23: Service Desk (SD) Part 2

    • Staffing Options
    • Management Roles
    • Metrics
    • Outsourcing
  • Module 24: Technical Management (TM)

    • Technical Management Role
    • Activities
    • Design/Maintenance/Support
    • Management Roles
    • Metrics
    • Documentation
  • Module 25: IT Operations Management (ITOM)

    • Operations Management Role
    • Management Roles
    • Metrics
    • Documentation
  • Module 26: Application Management (AM)

    • Application Management Role
    • Activities
    • Application Management Lifecycle
    • Application Management Organization
    • Management Roles
    • Metrics
    • Documentation
  • Module 27: SO Organizational Structures

    • Technical Specialization
    • Activity, Process and Geography Based
    • Hybrid
  • Module 28: Implementation Considerations

    • Managing Change
    • SO & Project Management
    • Assessing & Managing Risk
    • Operational Staff in Service Design & Transition
    • Planning & Implementing SM Technologies

ITIL Service Operation FAQs

  • How will I access my course materials if I choose this method?

    Once payment is received, you will receive an email from Learning Tree with all the links and information you need to get started.

  • How do I use my exam voucher to take the ITIL SO exam?

    After you receive your ITIL SO exam voucher from Learning Tree, the exam can be taken any time after the course is completed via ProctorU (online) or at an eligible testing center.

  • How do I receive PMI PDU's for the on-demand course?

    This on-demand course qualifies to provide you with continuing education credits in the PMI Schema. To record your PDU's follow these steps: 

    • Go to https://www.pmi.org/
    • Log in using your registered user name
    • Go to myPMI, then select Report PDUs on CCRS
    • Select Course or Training category
    • Fill in all required information

In Class & Live, Online Training

  • Feb 20 - 22 ( 3 Days)
    9:00 AM - 5:30 PM EST
    Rockville, MD / Online (AnyWare) Rockville, MD / Online (AnyWare) Reserve Your Seat

  • Mar 27 - 29 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Toronto / Online (AnyWare) Toronto / Online (AnyWare) Reserve Your Seat

  • Apr 24 - 26 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

  • May 22 - 24 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    New York / Online (AnyWare) New York / Online (AnyWare) Reserve Your Seat

  • Aug 7 - 9 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Rockville, MD / Online (AnyWare) Rockville, MD / Online (AnyWare) Reserve Your Seat

  • Sep 25 - 27 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Toronto / Online (AnyWare) Toronto / Online (AnyWare) Reserve Your Seat

  • Oct 23 - 25 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

  • Nov 20 - 22 ( 3 Days)
    9:00 AM - 5:30 PM EST
    New York / Online (AnyWare) New York / Online (AnyWare) Reserve Your Seat

Guaranteed to Run

When you see the "Guaranteed to Run" icon next to a course event, you can rest assured that your course event — date, time, location — will run. Guaranteed.

ITIL Service Operation Course Information

  • Prerequisites 

    • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Certification Information

    • Achieving the ITIL Intermediate Qualification: Service Operation certificate provides three credits toward your ITIL Expert certification.

ITIL Service Operation Course Outline

  • ITIL Service Operation: Introduction and Overview

    Service operation and the overall ITIL lifecycle

    • Principles and objectives
    • Functions and common activities
    • How service operation creates business value

    Balancing conflicting goals

    • Internal IT vs. external business view
    • Stability vs. responsiveness
    • Quality of service vs. cost of service
    • Reactive and proactive activities
  • Core Service Operation Processes

    Policies, principles and basic concepts

    • Purpose and objectives
    • Value to business
    • Process activities, methods and techniques
    • Triggers, inputs, outputs and interfaces
    • Challenges and risks

    Primary ITIL processes within service operation

    • Event management: active and passive monitoring
    • Restoring normal service quickly through incident management
    • Request fulfillment
    • Managing problems with root cause analysis
    • Access management
  • Common Service Operation Activities

    Monitoring and control of IT operations

    • Detecting the status of services and CIs
    • Taking appropriate corrective action
    • Console management/operations bridge: a central coordination point for monitoring and managing services

    Management of the infrastructure

    • Mainframe, server and network management
    • Storage and database administration
    • Managing directory services and desktop support
    • Facilities and data center management
    • Improving operational activities

    Operational aspects from other lifecycle phases

    • Change, configuration and release
    • Availability
    • Capacity
    • Service continuity
  • Organizing for Service Operation

    Mapping service operation functions to activities

    • Roles and responsibilities
    • Understanding the organizational context

    Service operation structure

    • Service desk
    • Technical management
    • IT operations management
    • Application management

    Key functions of the service desk

    • Logging incidents and requests
    • First-line investigation and diagnosis
    • Managing the lifecycle of incidents and requests
    • Keeping users informed

    Structuring the service desk

    • Local vs. centralized
    • The virtual service desk
    • Follow the sun operation
  • Technology-Related Issues

    • Technology, tools and expertise requirements
    • Defining architecture standards
    • Involvement in the design and build of new services and operational practices
    • Contributing to service design, service transition and continual service improvement projects
    • Evaluating change requests
    • Matching technology to the organizational situation
  • Implementation Challenges and Risks

    • Managing change in service operation
    • Service operation and project management
    • Assessing and managing risk
    • Operational staff in design and transition
    • Planning service management technologies
    • Identifying Critical Success Factors (CSFs)

ITIL Service Operation FAQs

  • Will this course prepare me for the ITIL Service Operation exam?

    Yes, this course can help prepare your for the ITIL Service Operation exam. The ITIL Service Operation exam can be taken on the last day of the course (in-class), or any time after the course is completed via PeopleCert (online).

  • How do I receive my PMI PDU credits?

    Follow the directions on our PMI PDU page for instructions on how to submit for PDU credit.

  • What background do I need to take the instructor-led class?

    Basic IT literacy and around two years of IT experience.

  • What do I need to complete before the instructor-led class?

    • Before your event, you will be sent a Pre-Course Study Guide and the Key Element Guide ITIL Service Operation, which you should read as part of the 21 hours of personal study
    • You should acquire and read the ITIL Service Operation core publication, focusing on Chapter 2 and review your ITIL Foundation course materials
  • How do I use my exam voucher to take the ITIL SO exam?

    The ITIL Service Operation exam can be taken on the last day of the course (in-class), or any time after the course is completed via an online proctored exam with PeopleCert.

     

Unlimited Access to Everything

  • Feb 20 - 22 ( 3 Days)
    9:00 AM - 5:30 PM EST
    Rockville, MD / Online (AnyWare) Rockville, MD / Online (AnyWare)

  • Mar 27 - 29 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Toronto / Online (AnyWare) Toronto / Online (AnyWare)

  • Apr 24 - 26 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare)

  • May 22 - 24 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    New York / Online (AnyWare) New York / Online (AnyWare)

  • Aug 7 - 9 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Rockville, MD / Online (AnyWare) Rockville, MD / Online (AnyWare)

  • Sep 25 - 27 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Toronto / Online (AnyWare) Toronto / Online (AnyWare)

  • Oct 23 - 25 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare)

  • Nov 20 - 22 ( 3 Days)
    9:00 AM - 5:30 PM EST
    New York / Online (AnyWare) New York / Online (AnyWare)

Guaranteed to Run

When you see the "Guaranteed to Run" icon next to a course event, you can rest assured that your course event — date, time, location — will run. Guaranteed.

ITIL Unlimited Access Training Information

You get annual access to an on-demand ITIL SO course, unlimited retakes of our 3 day instructor-led class, official courseware, and support directly from the course instructor.

  • Prerequisites 

    • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Certification Information

    • Achieving the ITIL Intermediate Qualification: Service Operation certificate provides three credits toward your ITIL Expert certification.
  • All-Inclusive — ITIL Exam Success Package, After-Course Coaching, Exam Fee

    Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps. ITIL course attendees that would like to retake their ITIL course or exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

On-Demand Training Outline

  • Module 00: Course Introduction

  • Module 01: Exam Tips

    • Understanding the exam process
    • Exam questions and grading
    • Taking the exam
    • Using the practice exams
  • Module 02: Service Management as a Practice

    • Components of the Service Lifecycle
    • What is a Service?
    • What Comprises Value?
    • What is Service Management?
    • A Process
    • Generic Roles
  • Module 03: Overview of Service Operation (SO)

    • Purpose, Objectives, Scope of SO
    • SO – Value to the Business
    • Service Operation Challenges
    • Service Operation Critical Success Factors
    • Service Operation Risks
  • Module 04: Exercise: ITSM and Failure

  • Module 05: Service Operation Principles Part 1

    • Achieving Balance in Service Operation
    • Providing Good Service
    • Involvement in Other Lifecycle Phases
    • Operational Health
    • Communication
  • Module 06: Service Operation Principles Part 2

    • Documentation
    • SO Inputs and Outputs
    • Generic Technology Considerations
    • Exercise: “That’s Good Enough for Me”
  • Module 07: Monitoring and Control Part 1

    • Monitor Control Loops
    • Simple
    • Complex
    • ITSM
  • Module 08: Monitoring and Control Part 2

    • Defining Objectives for Monitoring Control
    • Types of Monitoring and Reporting
    • Measurement, Metrics and KPIs
  • Module 09: Common SO Activities Part 1

    • IT Operations
    • Server & Mainframe Management and Support
    • Network Management
    • Storage & Archive
    • Database Administration
    • Directory Services Management
    • Desktop & Mobile Device Support
    • Middleware Management
    • Internet/Web Management
    • Facilities & Data Center Management
  • Module 10: Common SO Activities Part 2

    • Operational Activities in other Lifecycle Phases
    • Improvement of Operational Activities
  • Module 11: EXERCISE: ITSM Monitor Control Loop

  • Module 12: Event Management Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
    • Process Overview
    • Roles
  • Module 13: Event Management Part 2

    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
    • Designing for Event Management
    • Technology Consideration
  • Module 14: Request Fulfillment (RF)

    • Purpose/Objective/Scope
    • Value to the Business
    • Policies/Principles/Basic Concepts
    • Process Overview
    • Roles
  • Module 15: Request Fulfillment (RF) Part 2

    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
    • Technology Considerations
  • Module 16: Incident Management (IM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
    • Process Overview
    • Roles
  • Module 17: Incident Management (IM) Part 2

    • Triggers, Inputs/Outputs &Interfaces
    • Metrics
    • Technology Considerations
  • Module 18: Problem Management (PM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
    • Process Overview
    • Roles
  • Module 19: Problem Management (PM) Part 2

    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
    • Technology Considerations
  • Module 20: Access Management (AccM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
    • Process Overview
    • Roles
  • Module 21: Access Management (AccM) Part 2

    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
    • Technical Considerations
  • Module 22: Service Desk (SD) Part 1

    • SD – Purpose/Goal/Objective
    • Role of the Service Desk
    • Organizational Structures
  • Module 23: Service Desk (SD) Part 2

    • Staffing Options
    • Management Roles
    • Metrics
    • Outsourcing
  • Module 24: Technical Management (TM)

    • Technical Management Role
    • Activities
    • Design/Maintenance/Support
    • Management Roles
    • Metrics
    • Documentation
  • Module 25: IT Operations Management (ITOM)

    • Operations Management Role
    • Management Roles
    • Metrics
    • Documentation
  • Module 26: Application Management (AM)

    • Application Management Role
    • Activities
    • Application Management Lifecycle
    • Application Management Organization
    • Management Roles
    • Metrics
    • Documentation
  • Module 27: SO Organizational Structures

    • Technical Specialization
    • Activity, Process and Geography Based
    • Hybrid
  • Module 28: Implementation Considerations

    • Managing Change
    • SO & Project Management
    • Assessing & Managing Risk
    • Operational Staff in Service Design & Transition
    • Planning & Implementing SM Technologies

ITIL Service Operation FAQs

  • How will I access my course materials if I choose this method?

    Once payment is received, you will receive an email from Learning Tree with all the links and information you need to get started.

  • What background do I need to take the instructor-led class?

    Basic IT literacy and around two years of IT experience.

  • What do I need to complete before the instructor-led class?

    • Before your event, you will be sent a Pre-Course Study Guide and the Key Element Guide ITIL Service Operation, which you should read as part of the 21 hours of personal study
    • You should acquire and read the ITIL Service Operation core publication, focusing on Chapter 2 and review your ITIL Foundation course materials
  • How do I use my exam voucher to take the ITIL SOA exam?

    The ITIL Service Operation exam can be taken on the last day of the course (in-class), or any time after the instructor-led or on-demand course is completed via an online proctored exam with PeopleCert.

  • How do I receive PMI PDU's for the on-demand course?

    This on-demand course qualifies to provide you with continuing education credits in the PMI Schema. To record your PDU's follow these steps:

    • Go to https://www.pmi.org/  
    • Log in using your registered user name
    • Go to myPMI, then select Report PDUs on CCRS
    • Select Course or Training category
    • Fill in all required information

Team Training

ITIL® Service Lifecycle Overview Chart

The 5 Phases for Successful Implementation

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