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Key Features

  • Industry Expert Trainers
  • Accredited Trainer
  • Online learning session with live instructor-led training
  • Exam fee included

Accredited By

Accredited Axelos

ITIL® Intermediate Service Operation Certification Course Overview

The ITIL Intermediate Service Operation (SO) training and certification course is specially designed for the professionals who are involved in event management and monitoring, also another main purpose of this course is learning problem management and root cause analysis and access management.

This course also covers communication and management of stakeholders with technical and application management and also service desk organization. This certification also prepares candidates for ITIL Expert Certificate on IT service management.

Note: Appearing for the certification exams is mandatory and exam will happen on training day.

Learning Outcome

After the completion of the course, the participants would be able to:

  • How ITIL related to operation & service management
  • ITIL roles and responsibilities
  • ITIL Operational Best practices
  • Which processes support ITIL
  • Real-Time Case Studies

Program Deliverables

Deliverables of this program include:

  • Study material
  • Mock Exams.
  • 16+ hours of live training.
  • Exam registration assistance
  • Case studies soft copy
  • Official courseware from Axelos

Training Calendar

Lifetime Access
  • 8-10 Hours of self-paced videos, assessments, recall quizzes, more
  • Course fee inclusive of exam fee
  • For more details, reach us at
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Other Training Options

If open batch schedule doesn't suit you, other training options offered by NovelVista are as follows:

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Buy 1 Get 4 Free offer

NovelVista Buy 1 Get 4 Combo Offer:

Register for ITIL® Service Operation (SO) Training & Certification Course and get 4 e-Learning Course 100% free. Pick any 4 of 8 Course, Choice is yours Don't miss this offer get enrolled, get Certified - #HappyLearning

*T&C apply.


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It will take only 2 minutes Test your skill and get up to an Extra 15% Discount on this course, Lucky participants will get Free Training.


Meet The Trainer

Mr Vikas Sharma is Accredited by Peoplecert & Axelos to deliver ITILService Operation training.

He is globally recognized ITSM professional with 16+ years experience.

Vikas Sharma

Vikas Sharma

Course Curriculum

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    • The purpose and objectives of service operation
    • The scope of service operation
    • Service operation’s value to the business
    • Service operation fundamentals
    • Stages of the service lifecycle
    • Achieving balance in service operations
    • Providing good service
    • Involvement in other lifecycle stages
    • Operational health
    • Communication
    • Documentation
    • Service operation inputs and outputs
    • 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
    • Monitoring and control
    • 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
    • Processes in the other lifecycle stages
    • Facilities and data center management
    • Service operation function of the service desk
    • Technical management function
    • IT operations management function
    • Application management function
    • Organizational structures
    • The generic requirements for service management tools
    • Event management
    • Incident management
    • Request fulfilment
    • Problem management
    • Access management
    • Service desk
    • Managing change in service operation
    • Service operation and project management
    • Risk in service operation
    • Operations staff involvement
    • Planning and implementing service management

Course Details

  • In this course, you’ll be immersed in the overall concepts, processes, policies, and methods associated with the service operation phase of the service lifecycle. You'll focus on service transition purpose, principles, processes, activities, functions, technology, and implementation considerations. This course utilizes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best-practices and position you to successfully complete the associated exam.

    The main process focus areas of this course include:

      • Event management
      • Incident management
      • Problem management
      • Request fulfillment
      • Access management

    The organizational functions focused on in this course include:

    • Service desk
    • Technical management
    • IT operations management
    • Application management

    As with any of the Intermediate modules, it is recommended that candidates have exposure to basic concepts in IT and at least two years of professional experience working in IT Service Management (ITSM).

    The Service Operation qualification would suit candidates in the following IT professions or areas:

    • Release Manager
    • Problem Manager.
    • Security Administrator.
    • Service Desk and Incident Manager
    • Applications Support
    • Network Support
    • IT Operations Manager
    • Security Manager
    • Database Administrator
    • You must be ITIL® Foundation certified to appear for ITIL® Intermediate SO certification.

    A lot depends on your professional background, experience, the speed at which you understand ITIL and the interest you have in IT processes.

    If you are entry-level or have a couple of years of IT experience, you can expect to be hired as a process coordinator. A process coordinator ensures that the administrative activities in a process are carried out as designed. Incident coordinator, change coordinator and configuration analyst are some of the coordinator roles available in ITIL-based IT service management.

    At a mid-management level, with a minimum of five years of experience, you may be asked to manage processes end-to-end. You’ll have coordinators reporting to you, and you would be accountable for ensuring that activities in service management are compliant to the processes. Problem manager, release manager and service desk manager are some of the managerial roles.

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ITIL® Intermediate Service Operation Professional Certification Exam Format

Axelos Certificate
  • Exam Format - 8 questions based on scenarios
  • Answer Options - 5 Marker, 3 Marker, 1 Marker, 0 Marker (Distracter)
  • Open Book - No
  • Exam Duration - 2 Hours
  • No. of Questions - 8
  • Passing Criteria - 26 out of 40 (65%)
  • Result - Immediately after the exam
  • Certificate - Within 5 business days

Would you still like more info about ITIL® Service Operation (SO) Training & Certification?

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Frequently Asked Questions

Register Your Interest by clicking on this link: Register Now

Of Course! How else will you go through the topics you heard about then? We provide hard and soft copies of the entire study material to you right after the training session!

SRE Foundation certification is valid for a lifetime. You don?t have to renew it again and again.

We provide practice tests for the ITIL Intermediate Service Operation  course as well as Q&A sessions and interactive group discussions.

The amount we take is for the training and certification both. You won?t have to pay twice for one course at NovelVista.

If you are stuck or in another city or not being able to make it to our classroom for any reason, you can attend our virtual training sessions from home and appear for ITIL Intermediate Service Operation Certification Exam afterward.

We keep arranging lucrative discounts for our previous participants. Drop a query regarding this and one of our executives will inform you regarding this right away!

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Why Choose NovelVista?

As an Accredited Training Partner, We have gained recognition over the years in professional training certification in the IT industry such as ISO, PRINCE2, DevOps, PMP, Six Sigma, ITIL, and many other leading courses.

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About Us

When it comes to ITIL Intermediate Service Operation training, we focus mostly on explaining the entire ITIL Framework to you through experiential learning. Since the ITIL framework is mainly designed to help businesses in managing risks, strengthening customer relations, establishing cost-effective practices and building stable IT environments for growth, scale and change, working with ITIL framework needs practical knowledge more than theory based ones. Hence, our expert trainers have created an amazing ITIL training delivery method that provides you with a blended learning enriched with theory and practical knowledge.