ITIL® Service Operation (SO) Training & Certification


What is ITIL® Intermediate Service Operation?

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.


Key Features:

  • Online, E-learning and classroom training sessions 
  • AXELOS certified trainer
  • Soft copy of the study material along with post-training reading suggestions
  • Exam preparation within training

When is Next Batch

Key Benefits

ITIL benefits within Service Operation:

  • Scalability - Any size of organization adapt ITIL
  • Reduction in costs - ITIL has demonstrated its power in decreasing the general cost of overseeing service management
  • Improved quality - Best/sound management practices will increase the quality of service
  • Alignment to standards - ITIL is aligned to the ISO/IEC 20000 Standard for Service Management
  • Return On Investment (ROI) - ITIL encourages IT associations to control on speculation and quantifiable returns to the business. This builds up a business case for new or proceeding with interest in IT
  • Seamless sourcing partnerships - Outsourcing, often with multiple service providers, is increasingly common today and ITIL is widely practiced among industry service providers so it offers a common practice base for improved service chain management.

What will I learn?

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


Module 1: Introduction to Service Operation

  • 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


Module 2: Service Operation Principles

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


Module 3: Service Operation Processes

  • 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

  • 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


Module 5: Organizing for Service Operation

  • Service operation function of the service desk
  • Technical management function
  • IT operations management function
  • Application management function
  • Organizational structures


Module 6: Technology Considerations

  • 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

  • Managing change in service operation
  • Service operation and project management
  • Risk in service operation
  • Operations staff involvement
  • Planning and implementing service management


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

  • Challenges
  • Critical success factors
  • Risks

Is this right for me?

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

Cost For ITIL® Intermediate Service Operation

Standard cost for ITIL® Service Operation training & certification course is INR 32,000 per participant.

We keep coming with exciting discounts for our participants. Check the current discounted price by calling us. You can also drop an email enquiry and one of our executives will get back to you ASAP.



You must be ITIL® Foundation certified to appear for ITIL® Intermediate SO certification.

Training Delivery Style:

This ITIL Intermediate SO Certification focuses on experiential learning. The material of this course is divided into 60-90 minutes of interactive sessions.

Not only this, if you are participating, expect yourself to get indulged with interesting group activities. By this, you will get a chance to put the theory into action.

This training will be nothing like any ordinary training you imagine. We follow a vast range of creative methodology which will allow you to wrack your grey matter and boost your energy up to participate. 

The key features of our training program would be:

  • Training sessions in a storytelling format
  • Exhibition of concepts with the help of professional examples
  • Self-analysis and group discussions
  • Case studies as the application of the concepts which were taught
  • Vibrant presentations along with individual and team activities
  • Post-training reading suggestions

Job Prospects:

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.

Certification Exam: 

See exam details below:

  • 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



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Narendra Thapa


I have done my ITIL v3 course from Novelvista and I found the trainer has excellent knowledge of ITIL. He has given good examples of IT filed and we were very much connected with the examples and the process of ITIL. I would like to thanks Novelvista for helping us in understanding the ITIL process and keep up the good work.

Rajneesh Pandey


Hi All, this is one of the best institute for ITIL learning and certification. I will suggest everyone to go here if looking for ITIL knowledge.

Pritesh Kumar


It was a one day training but the way it was conducted made me revise every bit ITIL practices. Highly recommended for someone who got more than 2 years of exp in IT.

Related Courses


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.

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!

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.


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