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ITIL® Intermediate – Lifecycle modules – Service Operation (SO) – accredited training


21.12.2015 - 23.12.2015




From 2600

Additional informations:

The cost indicated is gross for companies

The cost indicated is gross to individuals

Training cost:2600 zł

Price of Intermediate exam950 zł

PDU: 21

The Course Description

This 3-day course immerses learners in the overall concepts, processes, policies and methods associated with the Service Operation phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Operation stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.


The Main Modules


  1. Introduction
  2. Service management as a practice
  3. Service operation principles
  4. Service operation processes
    • Event management
    • Incident management
    • Request fulfilment
    • Problem management
    • Access management
  5. Common service operation activities
  6. Organizing for service operation
  7. Technology considerationa
  8. Implementing service operation
  9. Challenges, risks and critical success factors
  10. Additional topics:
    • Communication in service operation
    • Problem analysis by Kepner and Tregoe
    • Ishikawa diagrams
    • Pareto analysis
    • Risk assessment and management

Target Audience

Candidates for this course must:

  • Hold an ITIL Foundation Certificate or ITIL
  • There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable

Benefits from Training

Learning Objectives:

  • Upon completion of this course and examination, the learner will gain competencies in:
  • Understanding Service Management as a Practice and Service Operation principles, purpose and objective
  • Understanding how all Service Operation processes interact with other Service Lifecycle processes
  • The subprocesses, activities, methods and functions used in each of the Service Operation processes
  • The roles and responsibilities within Service Operation and the activities and functions to achieve operational excellence
  • How to measure Service Operation performance
  • Understanding technology and implementation requirements in support of Service Operation
  • The challenges, critical success factors and risks related with Service Operation



  • Evidence of ITIL Foundation Certificate or ITIL v2 Foundation + Foundation Bridge Certificate and completion of Service Operation Lifecycle course from an Accredited Training Provider is required to sit the exam
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Operation book in preparation for the examination
  • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
  • Exam duration is a maximum of 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)
  • Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks
  • Pass score is 28/40 or 70%
  • Upon successful passing of the ITIL Service Operation Lifecycle exam, the student will be recognized with 3 credits in the ITIL qualification scheme.
  • Project Management Institute – Professional Development Units (PDUs) = 24
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zł. netto
The price includes training manual
The price includes the Foundation exam
The price includes the Intermediate exam
The price includes the Practitioner exam
W cenę wliczono podręcznik PMBOK Guide 5th edition
W cenę wliczono symulator pytań egzaminacyjnych
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