ITIL® Service Operation (ITILSO)

Course Description Schedule Course Outline

Who should attend

  • CIOs
  • CTOs
  • Managers
  • Team Leaders
  • IT Consultants
  • Designers
  • Architects
  • Planners
  • IT Security Managers
  • Service Test Managers and individuals involved in the management, coordination, and integration of operational activities within the Service Lifecycle


Course Objectives

  • Understanding Service Management as a Practice and Service Operation Principles, Purpose and Objectives
  • Understanding how all Service Operation processes interact with other Service Lifecycle processes
  • The sub processes, activities, methods and functions used in each of the Service Operation processes
  • The Roles and responsibilities within Service Operations and the activities and functions to achieve operational excellence
  • How to measure Service Operation performance
  • Understanding technology and implementation requirements
  • The challenges, critical success factors and risks

Course Content

This three day course immerses learners in the overall concepts, processes, policies and methods associated with the Service Operation phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Operation stage. Including a review of Service Operation activities including monitoring and control, service management and support, network management, desktop support and facilities and datacenter management.


  • 3 credits toward ITIL Expert
  • Project Management Institute – Professional Development Units (PDUs) = 24


  • Closed book – 90 minutes – 8 multiple choice, scenario-based, gradient scored questions – 70% pass rate
  • An exam voucher is included with all of our ITIL courses.
Classroom Training

Duration 3 days

Price (excl. tax)
  • Germany: 1,225.- €
Dates and Booking
Click on town name to bookSchedule
27/09/2017 - 29/09/2017 Berlin
27/09/2017 - 29/09/2017 Hamburg
27/09/2017 - 29/09/2017 Hanover
25/10/2017 - 27/10/2017 Leipzig
25/10/2017 - 27/10/2017 Munich
25/10/2017 - 27/10/2017 Stuttgart
08/11/2017 - 10/11/2017 Düsseldorf
08/11/2017 - 10/11/2017 Frankfurt