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Service Operation

The ITIL Intermediate Qualification: Service Operation Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service Management as documented in the ITIL Service Operation publication.

Prerequisite Entry Criteria:

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.

Eligibility for Examination:

To be eligible for the ITIL Intermediate Qualification: Service Operation examination, the candidate shall fulfill the following requirements:
  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
  • There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable>
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Operation book in preparation for the examination
Syllabus:
  • SO01: Introduction to Service Operation
  • SO02: Service Operation Principles
  • SO03: Service Operation Processes
  • SO04: Common Service Operation Activities
  • SO05: Organizing Service Operation
  • SO06: Technology Considerations
  • SO07: Implementation Considerations
  • SO08: Challenges, Critical Success Factors and Risks


  
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