ITIL Service Operations

ITIL Service Operations

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3 Days

Certified Instructor

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Course Description

Course Overview

The ITIL Service Operations course focuses on the principles and processes involved in delivering and managing IT services in the operational environment. This course provides participants with a comprehensive understanding of the Service Operations stage within the ITIL service lifecycle. Participants will learn how to effectively manage day-to-day IT service operations, resolve incidents, handle service requests, and optimize service performance. The course covers key concepts, principles, and techniques necessary for successful service operations implementation. The ITIL Service Operations course is ideal for IT professionals involved in service management, support staff, and individuals seeking to enhance their knowledge of service operations practices.


To enroll in the ITIL Service Operations course, participants must hold the ITIL Foundation certificate. It is recommended to have practical experience in IT service management or participation in the ITIL Foundation course.


The course will be delivered through instructor-led training, interactive discussions, case studies, and group exercises. Participants will engage in practical scenarios and real-world examples to understand the Service Operations principles and apply them in different contexts. The course may include individual or group assignments to reinforce learning outcomes and encourage active participation.

Course Outline

  • Introduction to Service Operations
  • Overview of the Service Operations stage within the ITIL service lifecycle
  • Objectives, scope, and benefits of Service Operations
  • Service Operations Principles and Concepts
  • Key principles and concepts of Service Operations
  • The role and value of operational activities and functions
  • Service Operations inputs and outputs
  • Service Operations Processes
  • Event management
  • Incident management
  • Request fulfillment
  • Problem management
  • Access management
  • Service Operations Functions
  • Service desk function and its role in service operations
  • Technical management function
  • IT operations management function
  • Application management function
  • Service Operations Activities and Techniques
  • Monitoring and control of IT services and infrastructure
  • IT service continuity management and disaster recovery
  • Service performance measurement and reporting
  • Service level management and service reporting
  • Continual Service Improvement in Service Operations
  • The role of Continual Service Improvement in service operations
  • Applying the Deming Cycle (Plan-Do-Check-Act) in service operations
  • Using metrics and measurements for service improvement
  • Exam Preparation
  • Review of key concepts and exam objectives
  • Practice questions and mock exams


Upon completing the ITIL Service Operations course, participants will:

  • Develop a thorough understanding of the Service Operations principles, processes, and concepts
  • Gain knowledge of managing and optimizing IT service operations effectively
  • Acquire the skills to handle incidents, service requests, and problems efficiently
  • Be prepared to contribute to the Service Operations stage within the ITIL service lifecycle
  • Be ready to take the ITIL Service Operations certification exam


The ITIL Service Operations course may include practical labs or exercises to reinforce the learning objectives. Some potential lab activities could include:

  • Managing and resolving incidents in a simulated IT service environment
  • Handling service requests and fulfilling user requirements
  • Conducting problem management investigations and root cause analysis
  • Monitoring and reporting on service performance using tools and metrics

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