ITIL Intermediate Service Operation Certification



  • IT Service Management
Please select the relevant ITIL Intermediate Certification : Service Operation Program Date you are interested to attend
Please select the type


  • ITIL Intermediate Service Operation Certification (Lifecycle Stream) Workshop

Increased competitiveness, complex business processes and technology explosion has lead to a compulsion of specialized skills marked as a mandatory for individuals involved in delivering these business services. Foundation level knowledge is nowadays a pre-requisite for perfoming service management activities, at the same time, it is also important to have specialized knowledge and expertise in handling practical real-life situations.
The ITIL Intermediate Qualification : Service Operation is part of the ITIL Intermediate lifecycle stream and one of the modules that leads to ITIL Expert in IT Service Management Certificate.
Who should attend?
The course is designed for, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of operation activities within the Service Lifecycle.
Why Choose Us?
Innate Labs has been a preferred knowledge service provider to leading MNCs and corporates across india and has been consistently adding value to these organizations through value based qualification certifications including ITIL, PRINCE2, PMP, SixSigma.
The Information Technology Infrastructure Library (ITIL®) is the set of best practices in the ITSM (IT Services Management). It is implicit that an individual must go through officially accredited ITIL trainings and ITIL certifications’ programs/courses provided by an Accredited Training Organization. Innate Labs is an accredited training organization (A.T.O.) accredited by APMG – ITIL’s official accreditor. 
Our Philosophy
We believe doing a certification is an important well-thought decision of our delegates. We would not only enable our delegates to achieve success in certification exams but also equip them with the right skills and knowledge to take the professional challenges heads on. We believe that clearing a certification exam can give you a certificate which is nothing but a piece of paper if you do not have the right knowledge to prove your credentials. 
Certification without knowledge can lend someone to an interview call but cannot help someone to get a job or grow in their career path. Knowledge is the core and certification is just a proof of your knowledge.
Hence, our trainings are knowledge-driven rather than just certification-driven, and, the end result of our training is a 100% success in the certification exam as well as increased confidence of our delegates to leverage their career with the knowledge shared.
Our Trainers
Our trainers are ITIL Experts and are accredited with APMG-UK for conducting the training and certification workshops. The trainers are experienced and seasoned professionals from the IT industry who have 15+ years of practical experience working in all the phases of service lifecycle (i.e. service strategy, design, transition, operations and CSI)  and have played several roles in the service management role ladder. It is this experience that enables our delegates to gain the right practical knowledge coupled with the best practice standards helping them to achieve their career aspirations in our 2-day training and certification sessions.
Course Prerequisites
Delegates willing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the 2011 Foundation or V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.
Course Objectives
• Plan key activities for service operation processes
• Maintain stability in service operation while allowing for changes in design, scale, scope and service
• Support operations through new models and architectures such as shared services
• Evaluate service operation processes with critical success factors and key performance indicators
• Extensive coverage of service operation functions and processes
• Identify service operation processes managed and controlled during other service lifecycle stages
• Match activities to common service operation (CSO) areas
• Assess service operation organisation structures
• Prepare for and take the ITIL Intermediate Qualification: Service Operation Certification Exam
Course Outline
• Introduction to Service Operation
• Service Operation principles
• Service Operation processes
• Common Service Operation activities
• Organising Service Operation: functions
• Technology considerations
• Implementation considerations
• Challenges, critical success factors and risks
Course Mode:
• Instructor Led - Complete Classroom Learning with limited class size. The course includes work-based practical activities and discussions as well as real-life case studies.
Course Duration:
• 3 Days (Examination is conducted at the end of last day of training)

Course Deliverables
• Pre-study enrollment pack consisting of ITIL reference materials
• Officially accredited extensive ITIL Courseware
• Real life case studies and practical assignments including extensive review sessions
• Official ITIL sample papers (2 sets)
• Extensive Support (Email/Phone) (Access to Innate Labs - ITIL Forums)
• Earn 24 PMI® PDUs
 100% passing guarantee - Else we pay your re-exam fees
Course Fees Includes:
• ITIL Training Fees
• ITIL 2011 Intermediate Qualification - Service Operation Certification Examination Fees
• 4-Star Conferencing Facilities including lunch, Tea/Coffee
• Course Deliverables as stated above

Certification Examination Details:
• Examination Format : Multiple choice, scenario-based, gradient scored questions
• Number of Questions : 8
• Pass Score : 70% i.e. 28/40
• Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary).
• Exam mode : Online or Paper Based Examination fully accredited by APMG-International - UK

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 datacentre management
  • Improving operational activities

Operational aspects from other lifecycle phases

  • Change, configuration and release
  • Availability
  • Capacity
  • Service continuity

Organising for Service Operation

Mapping service operation functions to activities

  • Roles and responsibilities
  • Understanding the organisational 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. centralised
  • 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 organisational 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)


What is this course all about?
In this course, you learn how to plan, execute, manage and optimise the service operation processes. Through personalized coaching, practical assignments, real life case studies, practice (mock) exams and extensive review sessions, you not only gain the requisite knowledge to take the ITIL Intermediate Qualification: Service Operation Certification Exam but also gain detailed insights in the service operation guidance as provided by the ITIL Framework.
What background do I need?
As mentioned in the Course Details section, you would be requiring to hold ITIL 2011 Foundation Certificate OR ITIL V3 Foundation Certificate OR V2 Foundation plus Bridge Certificate to attend this course and take the ITIL Certification Exam on the final day of class.
Does this course counted towards the credits for ITIL Expert certification?
Yes, as you achieve the ITIL Intermediate Qualification: Service Operation, you gain three credits towards the ITIL Expert certification. To be able to gain the ITIL Expert certification, you require to earn minimum of 22 credits. Please refer:
What were the changes to the syllabus as part of change for ITIL 2011 Edition?
The ITIL 2011 service operation syllabus has contextual as well as minor changes to the coverage required for each syllabus section and certain specific minor changes to the recommended contact hours for each section. There are absolutely no changes to the processes and functions included in the syllabus or to the common service operation activities as part of the ITIL Service Operation best practice guidance.
Is this course aligned and updated according to the changes of ITIL 2011 Edition?
Yes. This course is updated as per latest ITIL 2011 edition.
What are the changes being made to ITIL Service Operation : Best Practice Guidance book for ITIL 2011 Edition?
The Process flows have been modified/revised or newly added for all processes including request fulfillment, access management and event management. key principles, including guidance around service requests and request models, and proactive problem management, have been better explained than earlier version. The publication has been revised to clarify how fundamental events flow into filters and rule engines to produce meaningful event information. The relationship between application management activities and application development activities is also explained. Other explanations/revisions include an expanded section on problem analysis techniques, coverage of procedure flow for incident matching, and further guidance for escalating incidents to problem management. Addition to this, the best practice guidelines for managing physical facilities (e.g. Data Center) has been clarified and detailed.
What is the difference between Lifecycle and Capability Qualification Certification?
The Lifecycle and Capability certification forms the two streams/paths, or branches, of the ITIL intermediate-level qualification scheme.
The Lifecycle stream-which includes the service peration qualification-consists of five modules or certifications. These certifications focus on the service lifecycle, the use of process and practice within the lifecycle and developing the skills needed to deliver quality service management practices in an organisation.
The Capability certificates, which are made up of four modules, are focused toward those who want a thorough understanding of ITIL processes and roles. The primary focus is on activities, execution and use of the processes throughout the entire service lifecycle.