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ITIL® Service Operation (SO) eLearning - $599 (with exam)

The Good e-Learning ITIL Service Operation (SO) course covers everything you need to know about SO, including service maintenance, addressing service failures and handling user requests. Study with a self-paced package and enjoy 24/7 tutor support, as well as a FREE official exam voucher

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Exam pledge - FREE resit! View Ts & Cs

Key Features

  • Fully accredited training course

  • Credits awarded: 3

  • Verified 'ITIL Leader' 2019

  • FREE exam voucher

  • Eligible for Exam Pledge (FREE resit)

  • 91% average first-time pass rate

  • 6 months access

  • 20+ hours of course material

  • Quizzes & revision modules

  • Increase your earning potential by 20%

  • Expert tutor support

Course Overview - Try a Free Module

ITIL® Service Operation (SO)

The ITIL Service Operation (SO) module shows students how to ensure that the strategy requirements defined in the Service Design (SD) stage and moved into a live environment during the Service Transition (ST) stage are successfully delivered. The SO stage usually involves addressing and repairing any service failures, fulfilling user requests and carrying out routine maintenance and operational tasks.

This course offers everything you need to prepare for, take and pass the ITIL Service Operation exam, including a FREE exam voucher. Success in the exam will also earn you 3 credits towards the 22 credits required to gain the ITIL Expert qualification.

Why take this course?

The purpose of this course is to help you gain detailed knowledge of industry practices in IT Service Management (ITSM), as documented in the ITIL Service Operation (SO) publication. This course will provide you with a good understanding of the principles of the SO stage, its processes and other aspects of this crucial phase in the ITIL Service Lifecycle.

ITIL Service Operation (SO) is a free-standing qualification and is one of fiveITIL Service Lifecycle modules that can help you work towards your ITIL expert qualification.

The course covers the management-level concepts and core information of the supporting activities within Service Operation, but not specific details about each of the supporting processes.

This course is fully accredited by PeopleCert and licensed by AXELOS as an official examination institute for an ITIL Service Operation qualification in IT Service Management.

Students who take this course will learn:

  • A good understanding of the principles of the Service Operation stage, as well as its core processes and other aspects

  • A detailed knowledge of industry practices in IT Service Management (ITSM), as documented in the ITIL Service Operation publication

  • Everything needed to pass the official ITIL Service Operation (SO) exam


Mark Smalley - IT Management Consultant & Author, Contributor to the ITIL 4 Framework, Good e-Learning Ambassador

Mark Smalley

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  Many individuals and corporate organizations around the world use Good e-Learning to remain relevant in today's changing world. Their ITIL courses are attractively presented and easy to follow giving students the best possible chance at succeeding in the examination  

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Course Syllabus - Download the Datasheet

Module 1: Introduction to Service Operation

Learning Objectives

This module covers the introduction of the core concepts and terminology of service operation in relation to the execution and co-ordination of the activities and processes required to deliver, manage and support services at agreed levels to business users and customers.

The candidate must be able to understand and describe:

The purpose and objectives of service operation
The scope of service operation
Service operation’s value to the business
Service operation fundamentals
The context of service operation in relation to the other stages of the service lifecycle

Module 2: Service Operation Principles

Learning Objectives

This module addresses service operation principles. All aspects related to operations are covered including achieving balance in service operations, providing good service, involvement in other lifecycle stages and operational health.

The learning objectives for this lesson cover the knowledge, interpretation and analysis of service operation principles:

Achieving balance in service operations
Providing good service
Involvement in other lifecycle stages
Operational health
Service operation inputs and outputs

Module 3: Service Operation Processes

Learning Objectives

The module covers the managerial and supervisory aspects of service operation processes. It excludes the day-to-day operation of each process. More detailed process operation guidance is covered in the service capability courses.

Each process is considered from the management perspective. That means at the end of this module you should understand those aspects that would be required to understand each process and its interfaces, oversee its implementation and judge its effectiveness and efficiency.

The candidate must be able to understand and describe:

The purpose and objectives
The scope of the process
Value to the business
High level process activities, methods and techniques
Triggers, inputs, outputs and interfaces
CSFs and KPIs
Challenges and risks

Module 4: Common Service Operation Activities

Learning Objectives

This module covers the activities commonly performed in service operation.

The learning objectives for this module cover the knowledge, interpretation and analysis of service operation principles, techniques and relationships and their application to the delivery and support of services at agreed levels.

The candidate must be able to understand, describe, apply, or analyze:

Monitoring and control, as it relates to event management in service operation
IT operations for management of the operational environment
Server and mainframe management and support
Network management
Storage and archive
Database administration
Directory services management
Desktop and mobile device support
Middleware management
Internet or web management
How the activities of service operation interact with the processes in the other lifecycle stages
Facilities and data centre management

Module 5: Organizing for Service Operation

Learning Objectives

This module covers the knowledge, interpretation and analysis of the organization of service operation through the service operation functions (e.g. service desk, technical management, IT operations management and application management) and maps these functions to roles, responsibilities and activities as well as organizational structures.

The lesson covers:

Organization of service operation through the service operation function of the service desk
Technical management function
IT operations management function
Application management function
Organizational structures

Module 6: Technology Considerations

Learning Objectives

This module covers technology as part of implementing service management process capabilities. It also covers the special technology functions and features that are related to service operation practices.

This module enables understanding of the following:

The generic requirements for service management tools
Event management
Incident management
Request fulfilment
Problem management
Access management
Service desk

Module 7: Implementation of Service Operation

Learning Objectives

This module covers how implementation considerations contribute to service operation.

The candidate must be able to understand, describe, apply, or analyze:

Managing change in service operation
Service operation and project management
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

Module 8: Challenges, Critical Success Factors and Risks of Service Operation

Learning Objectives

This module covers the challenges and risks facing service operation and how critical success factors (CSF) contribute to service operation.

The learning objective for this module is to understand the:

Critical success factors

Module 9: Exam Preparation

Learning Objectives

This module summarizes the material covered in the previous modules and prepares candidates for the examination.


Exams / Assessments

In order to achieve this ITIL Intermediate qualification, you must pass the ITIL® Service Operation Certificate in IT Service Management exam.

You can take the exam online (virtually) using a service provided by PeopleCert.

This course comes with a FREE exam voucher and is eligible for exam pledge (a free resit on us!) - That's how confident we are that you'll pass first time!

Before booking your exam, it will be a good idea to make sure that your device meets the technical requirements. You can do so via this online test. This test will examine the suitability of your webcam, microphone and internet connection. Please visit the PeopleCert website for more information and guidance.

What you need to know about the exam:

  • It is a complex multiple-choice exam with 8 scenario-based questions

  • There is a time limit of 90 minutes to complete the exam

  • The exam is closed book, with only the provided materials being permitted for use

  • The pass mark for the exam is 70%: you must get 28 out of 40 questions correct

  • Successfully passing the exam will earn delegates 3 credits towards ITIL Expert level

  • In countries where English is a second language, the time allocated for the exam is extended to 120 minutes

You will be tested on:

  • Introduction to Service Operation

  • Service Operation Principles

  • Service Operation Processes

  • Common Service Operation Activities

  • Organizing for Service Operation

  • Technology Considerations

  • Implementation of Service Operation

  • Challenges, Critical Success Factors and Risks of Service Operation

Related Courses & Information

ITIL® Service Operation (SO)

Save 15% today! Use code: ITIL-15

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At Good e-Learning, we're dedicated to ensuring success. That's why we offer Exam Pledge which entitles students to a free exam retake on any eligible course (see full list).

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As long as you have completed the course in full and have scored at least 80% on the exam simulator, you will be eligible for Exam Pledge. Proof of date for the first exam failure must be provided and the resit must be booked within 3 months of the failed first exam. Exam Pledge is only available for courses purchased on or after 01/10/2019 and cannot be used for anyone sitting an exam for the third time. The course must be purchased directly through and must have a valid order number. Please see full terms here.