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ITIL® 2011 Service Operation SO

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Class Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:

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

In addition, the training will include examination preparation, including a mock examination opportunity.

Target Audience

The main target group for the ITIL® Expert Qualification: Service Operation Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, and IT security managers involved in the ongoing management, coordination and integration of operation activities within the Service Lifecycle.

The course syllabus covers the management and control of the activities and techniques within Service Operation, but not the detail of each of the supporting processes.

This course syllabus may also be of interest to:

  • Individuals who require a detailed understanding of the ITIL® Service Operation phase of the ITIL® core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
  • IT professionals working within or about to enter a Service Operation environment and requiring an understanding of the concepts, processes, functions and activities involved
  • Individuals seeking the ITIL® Expert certification in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master Certificate in IT Service Management for which the ITIL® Expert is a prerequisite


To be eligible for this ITIL® Intermediate Qualification exam, the candidate must have fulfilled the following requirements:

  • Must hold the ITIL® Foundation Certificate in IT Service Management or ITIL® v2 Foundation plus the Foundation Bridge Certificate, and must be presented prior to class
  • There are no minimum requirements, but a basic IT literacy and around 2 years IT experience are highly desirable
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Operation book in preparation for the examination
  • Approximately 2 hour of home study each evening

Course Length

Three days – includes lecture, exam preparation, and exam


90-minute timed test

Closed book

Passing score: 28/40 or 70%

Class Size

Maximum of 18 students

Course fee: GHC 4700 ( International exams inclusive)

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Start On 2017-06-14
Duration 4 days (Boot camp) / Weekend class (2 months)
Level Master
Course fee GHC 2100
Skill level Must hold the ITIL® Foundation Certificate in IT Service Management or ITIL® v2 Foundation plus the Foundation Bridge Certificate, and must be presented prior to class
Students 18 Maximum
Passing score 28/40 or 70%
Price 2,100.00

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