ILSO: ITIL® Intermediate Module - Service Operation

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At the end of this course, participants should be able to:

  • Understand the main processes, relationship, benefits and challenges of ITIL v3.
  • Gain insight into the holistic service lifecycle approach that forms the core of ITIL v3.
  • Understand how these processes contribute to making an IT organization manageable
  • Learn the most important ITIL v3 definitions
  • Gain access to a standardized vocabulary
  • Prepare yourself for the certified ITIL v3 Foundation examination


This course is targeted for IT Managers, IT staff and process owners, Application Project and Business Managers directly involved in IT, any member of an IT organization in delivery of IT services


This program will be presented via interactive lecture and practical hands-on activities

  • The term “Service Operation” and how it fits in the overall core ITIL Lifecycle
  • The main purpose and objectives of Service Operation
  • The ITIL processes primarily covered in Service Operation
  • The functions within Service Operation
  • The value to the business

  • Organizational issues including : Functions, Groups, Teams Department and Divisions
  • Achieving balance in Service Operations
  • Providing Service
  • Involvement in Design and Transition
  • Operational Health
  • Communication
  • Documentation


  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • The operational activities of processes covered in other lifecycle phases
  • Change Management
  • Configuration Management
  • Release Management
  • Capacity Management
  • Availability Management
  • Knowledge Management
  • Financial Management
  • IT Service Continuity Management

Service Transition
  • Change Management
  • First part of the Quintegrator business simulation


  • Monitoring and Control
  • IT Operations
  • Mainframe Management
  • Server Management and Support
  • Network Management
  • Storage and Archive
  • Database Management
  • Directory Services Management
  • Desktop Support
  • Middleware Management
  • Internet / Web Management
  • Facilities and Data Center Management
  • IT Security Management in relation to Service Operation
  • Improvement of Operational Activities


  • Functions
  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application Management
  • Roles and Responsibilities
  • Service Operation Organizational Structures


  • Generic Requirements
  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • Service Desk


  • Managing Change in Service Operations
  • Service Operation and Project Management
  • Assessing and Managing Risk in Service Operations
  • Operational Staff in Design and Transition
  • Planning and Implementing Service Management Technologies

Challenges, CSFs And Risks
  • Challenges, Critical Success Factors and Risks

Exam Preparation