Course code: ITIL3SOT« Back

ITIL Service Operation + Exam

The Service operation is the fourth phase of the IT service lifecycle, as recommended by ITIL. The task of this phase is to ensure that the IT service is available to the users on a daily basis. As part of this phase, we focus on reactive and proactive support for users, relevant technologies and services themselves. Within this phase, the IT service benefits the entire organization. This three-day accredited course focuses on individual principles, sub-activities, methods and tools used in individual processes. It also focuses on the roles (and responsibilities) defined in these processes, on the technologies used and, last but not least, on the implementation and the associated challenges and risks.

Accredited ITIL Service Operation + exam training is provided by or ociris accredited by PeopleCert Examination Institute.

 DateDurationCourse priceHandbook priceCourse languageLocation 
10/21/2019 3 32 500 CZK included in course price Český jazyk GOPAS Praha
4/28/2020 3 32 500 CZK included in course price Český jazyk GOPAS Praha
11/4/2019 3 1 120,00 EUR included in course price Slovenský jazyk GOPAS Bratislava

AffiliateDurationCatalogue priceHandbook priceITB
Praha3 32 500 CZK included in course price 0
Brno3 32 500 CZK included in course price 0
Bratislava3 1 120,00 EUR included in course price 0

Target group

The course is recommended for everyone interested in or their job, the operation of IT services. This is primarily for

  • Release Manager
  • Security Administrator
  • Applications Support
  • IT Operations Manager
  • Database Administrator
  • Problem Manager
  • Service Desk and Incident Manager
  • Network Support
  • Security Manager

Take away

At the end of this training, you will have gained the knowledge and skills to:

  • Understand the importance of Service Management as a practice.
  • Understand the importance, principles, purpose, and objectives of Service Operation.
  • Learn how all processes in Service Operation interact with other Service Lifecycle processes.
  • Recognize the sub-processes, activities, methods, and functions used in each Service Operation process.
  • Recognize the roles and responsibilities within Service Operation and the activities and functions necessary to achieve operational excellence.
  • Learn how to measure Service Operation.
  • Understand the technology and implementation considerations surrounding Service Operation.
  • Outline the challenges, CSFs, and Risks associated with Service Operation.

Recommended previous courses

ITIL Foundation

Recommended following courses

  • ITIL Intermediate in Service Strategy
  • ITIL Intermediate in Service Design
  • ITIL Intermediate in Service Transition
  • ITIL Intermediate in Continual Service Improvement
  • ITIL 4 Managing Professional Transition (17 ITIL 3 credits needed)

Training materials

Every participant receives electronic student guide in English language and additional supporting materials. Presentation is provided in Czech or English language.

Content of the course

  1. Service Operation principles
  2. Service Operation processes
  3. Service Operation common operation activities
  4. Organizing Service Operation
  5. Technology considerations
  6. Implementation considerations
  7. Challenges, Critical Success Factors, and Risks
  8. Exam preparation
  9. Exam

Certification Exam

  • Multiple choice examination questions in English language
  • Eight questions per paper with four answers
    • The best answer 5 marks
    • The second best 3 marks
    • The third best 1 mark
  • 28 marks required to pass (out of 40 available) - 70%
  • 90 minutes' duration (non-native speakers additional 23 minutes)
  • Closed book

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited.

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ebook ITIL Service Operation

included in course price
Certifikační zkouška ITIL Service Operation

included in course price
The prices are without VAT.