ITIL® Intermediate – Service Operation

The Certifeka ITIL® Intermediate Service Operation teaches students the overall concepts, processes, policies and methods associated with the Service Operation module of the ITIL® Intermediate Service Lifecycle

For Groups

  • For groups of 3 or more students/colleagues who need certification.
  • Tailored courses and customized learning times to suit specific requirements.
  • Self-Paced, Online Classroom and In-person options available.
  • Access to highly-trained ITIL® instructors & great networking opportunities.

For Enterprise

  • Bespoke certification training for businesses of all sizes.
  • Work with Certifeka to create a learning solution that fits specific requirements.
  • Intuitive learning management system dashboard for enhanced reporting, tracking of employee progress and overall ROI.
  • Enriched culture-building training experience.

Learning Methods

  • Online Classroom

    Real-time learning with live instructors in a digital setting.

    For groups of 3 or more – log in at set times and work through the course material with an ITIL® expert, to experience the benefits of collaborative classroom-based learning from the comfort of any device.


  • Bootcamp

    Personalized training with an expert instructor in a physical classroom setting.

    Designed for groups of 3 or more – great for networking – to meet and collaborate with ITIL® experts in person.

About The ITIL® Intermediate Service Operation Training Course

In order to complete ITIL® Intermediate courses, students need to understand how to implement the ITIL® framework in various scenarios. This course covers the overall concepts, processes, policies and methods associated with the Service Operation module of the ITIL® Intermediate Service Lifecycle. Also the management and control of the activities and techniques within the Service Operation stage, but not the detail of each of the supporting processes. The available learning methods – Online Classroom & Bootcamp – utilize an engaging scenario-based approach to learning the core disciplines of the ITIL® best practice and prepares the student for the associated ITIL ® Service Operations Lifecycle exam.



Key Learning Features

During the course, students will understand:


  • 1 The importance of Service Management as a practice.
  • 2 The importance, principles, purpose, and objectives of Service Operation.
  • 3 How all processes in Service Operation interact with other Service Lifecycle processes.
  • 4 The sub-processes, activities, methods, and functions used in each Service Operation process.
  • 5 The roles and responsibilities within Service Operation and the activities and functions necessary to achieve operational excellence.
  • 6 How to measure Service Operation.

Course Audience

  • Release Manager
  • Security Administrator
  • Applications Support
  • IT Operations Manager
  • Database Administrator
  • Problem Manager
  • Service Desk and Incident Manager
  • Network Support
  • Security Manager
  • ITIL Foundation certified professionals extending their qualifications to ITIL Expert (and later ITIL Master) level for which this qualification is a prerequisite

Course Prerequisites

There are no formal prerequisites for this course.

Course Preview

Module 10: Challenges, Critical Success Factors, and Risks

Exam prerequisites

  • Successful completion of the ITIL Foundation exam
  • 2 years of IT experience is desirable.

Exam Details

90 minutes
8 Questions
Closed Book Exam
70% Pass Score
Web & Paper Based

Have a special Request or Need More Information?


How long is my voucher valid for?

Exam vouchers are valid for six months from the date of issuance.

When do I need to register for the exam?

The examination can be scheduled at your convenience. Once you are ready to take the

exam, contact us and you will receive an exam voucher code.

How do I download the exam application?

When necessary, we will help with the exam application download.

Does Certifeka provide the exam?

Certifeka provides the voucher for the exam and assists in the exam application process.

Where is the exam?

The exam can be taken either: in the classroom, on the last day of the course; or online, at the student’s convenience.


When is the exam?

Exams can be taken on the last day of the course, or at an arranged time convenient for the student.

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