ITILSO - ITIL® Service Operation (SO)

The ITIL® SO (Service Operation) course is part of the ITIL® Intermediate Lifecycle certification stream. The course prepares candidates to take the ITIL® Service Operation Intermediate exam as well as proving valuable knowledge that can be implemented in the workplace.

Accredited ITIL® Service Operation training is provided by Knowledge Peak, accredited by PeopleCert Examination Institute.

Instructor did a great job, from experience this subject can be a bit dry to teach but he was able to keep it very engaging and made it much easier to focus. Student
Excellent presentation skills, subject matter knowledge, and command of the environment. Student
Instructor was outstanding. Knowledgeable, presented well, and class timing was perfect. Student

Click here to print this page »


An ITIL Foundation certificate and preferably two years work experience in an IT Service Management environment.

Detailed Class Syllabus

Course and Learning Objectives:

The term “Service Operation”, and how it fits in the overall core ITIL Lifecycle
The operational activities of processes covered in other Lifecycle phases
Service Operation Processes
Organizational issues including: Functions, Groups, Teams, Department and Divisions
Service Operation Activities
Service Operation Technology Considerations and Requirements
Planning and Implementing Service Management Technologies
Managing Change in Service Operations
Challenges, Critical Success Factors and Risks