ITIL® Service Lifecycle: Service Operation

Duration: 3 Days

The course builds on the principles covered as part of the ITIL® Foundation course and is aligned to the 2011 syllabus. It focuses on the lifecycle aspects of Service Operation. The course covers the management and control of the activities and techniques within the Service Operation stage of the lifecycle but not the detail of each of the supporting processes. Lower level details of the processes from Service Operation are mostly covered in the Operational Support and Analysis capability course. Additionally the course looks at the concept of Service Operation principles and at the interfaces between Service Operation and the other stages of the ITIL® Service Lifecycle.

How can I attend my course?

Course Outline

Target Audience

This course is primarily for IT Managers and Practitioners involved in the strategy, design, implementation and on-going support and delivery of business IT services and those interfacing with information systems who require an insight into Service Management best practice. This may include Business Analysts, Business Relationship Managers, Project and Programme staff.


ITIL v3 or 2011 Foundation Certificate 

Course Content

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 communiction includong a communication strategy
  • Service operation inputs and outputs.
Service Operation Process
  • The use, interaction and value of each of the service operation processes: even 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 services and the technology that is used to deliver and support the services.
  • How the 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 Consideration
  • The generic requirements of technologies that support service management across all lifecycle stages.
  • The specific technology required to support the service operation process 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 (e.g engagement with staff outside service operation, justifying funding), critical success factors (e.g management and business support, staff retention) and risks (e.g loss of service) related to service operation.
ITIL® is a [registered] trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
ITIL® courses offered by KPL Knowledge Solutions are delivered by Accredited Training Organisation Somerset CC Ltd


The exam at the end of Day 3 is gradient, scenrio based multi-choice.  There are 8 questions to be completed in 90 minutes.  Each question will have 4 possible answer questions, one of which is worth 5 marks, one of which is worth 3 marks, one of which is worth 1 mark and one whcih is a distracter annd achieves no marks.  the pass mark is 28 marks from 40 (70%).

My Course Notes

You will receive a full set of course notes and all supporting materials for your course. Hard Copy Delivered to your premises or Downloaded to a chosen device.


To book this course please call +44 (0) 1444 410296 or email at

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