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ITIL Service Operation (SO) – Instructor-Led Virtual Course

ITIL Service Operation (SO) – Instructor-Led Virtual Course

SKU: 4440

This Instructor-Led Virtual Course brings you the best elements of both e-learning and a public training course, offering you a classroom-based experience from the comfort of your own home.

How to Book:

Simply book online to receive your booking confirmation and full joining instructions within 48 hours. We accept purchase orders from local authorities, government departments and other public-sector organisations, and will consider account facilities for large corporate customers. See our payment options page for details.

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Course Locations

Instructor-Led Virtual Course
Price: £1,435.00
ex vat
call to book via purchase order


This Instructor-Led Virtual Course brings you the best elements of both e-learning and a public training course, offering you a classroom-based experience from the comfort of your own home.

With online interactive sessions and recordings of the class to use at your convenience, every aspect of your learning requirements is catered for.

Course dates and times

Course duration: This course consists of seven four-hour sessions, taken over four weeks.

Course dates: Please contact for more details

Course timings: UK: 15:00-19:00

During this Instructor-Led Virtual Course, participants will learn the principles and core elements of the Service Capability approach to IT Service Management as well as focussing on the processes, roles and activities and their execution throughout the Service Lifecycle. An interactive approach is used which combines lecture, discussion and case study experience to prepare participants for the optional certification exam: ITIL® 2011 Intermediate Service Operation.

Who should attend?

Individuals who require a detailed understanding of the Service Operation processes and how they may be used to enhance the quality of IT service support within an organization.

Are there entry requirements?

  • Anyone wishing to attend this course must hold an ITIL Foundation certificate.
  • Two years’ work experience in an IT Service Management environment is preferable, but not compulsory.

What you will learn on the course

Candidates can expect to gain competencies in the following areas upon successful completion of the course:

  • 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.
  • Managing Change in Service Operations.
  • Challenges, Critical Success Factors and Risks.

About the examination

This course prepares the participant for the official ITIL 2011 Service Operation Exam (optional). This 90-minute exam comprises eight (8) multiple choice, scenario-based, gradient-scored questions. The passing score is 70%. Students passing the exam at the end of the class will receive the ITIL 2011 Service Operation certificate in IT service management.

What’s included in the course

  • Each student will receive a workbook and one relevant ITIL 2011 Lifecycle book.
  • In addition to attending the instructor-led virtual sessions, delegates will also receive a recording of their course.

Additional information

If you wish to attend this as one of the classroom participants at the local training center in Woodland Hills, California, USA please contact us for prices.

This course can also be delivered in-house at your organization; please contact us for further details if this is of interest. Contact our Training Team today on +44 (0)333 800 7000 or email to discuss how we can help with your in-house training requirements.

Credits earned

  • 3 ITIL Credits
  • 28 PDU Credits

Book Online

View available training dates and book online using the form at the top of this page.


Call us

To discuss your learning needs with our training experts.
Call us on +44 (0)333 800 7000.

Alternatively, download our booking form, complete it, and fax to us on +44 (0)1353 662667.


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