Course Introduction

This ITIL® Service Operation certification is intended on the values and techniques which help to control IT products and to know how services perform. The ITIL® training certification includes the organisation and influence of these actions and how they can benefit not just the products themselves but the maintaining services used to distribute them.

Datrix Training delivers this ITIL® certification in many locations nationwide so that anyone can learn the ITIL® SO course in a state of the art venue nearby. All of the ITIL® courses are also provided online so that you can learn the ITIL® methodologies at your own pace and time, on your own computer.




What's Included

Find out what's included in the training programme.

Course Content

Learners will be able to increase their awareness and skill in the resulting topics:

Introduction to Service Operation:

  • Bloom’s Level 2 Aims – Awareness of Service Operation terms and fundamental models
  • The techniques used within Service Operations which involves how they relate to make Service Operations function
  • The methods and service lifecycle stages that Service Operation interfaces with
  • The important features of Service Operation and how to analyse them

Service Operation Principles:

  • How Service Operation is planned in relation to Tasks, Teams, Department and divisions
  • How an business can reach a balance when dealing with internal verse external structural focus, recognising the issues connected to organisations who function at the limits of these balances
  • What “Operational Health” means, addressing examples of “Self-Healing Systems” and the methods used by them
  • The creation, workings and process of a complete communication policy to be used within Service Operations

Service Operation Processes:

  • The use of and interaction of each of the five key developments that make up Service Operation
  • The worth to the organisation that each of the Service Operation processes contributes
  • The use of and interaction of all other lifecycle operational tasks that enhances Service Operation

Common Service Operation Activities:

  • The change among a Technology Centric and a Business Centric organization, the five stages of maturity and how Service Operation can be implemented to move towards growing the Business Centric focus
  • How the activities recognised in this unit provide Service Operation and deliver a thorough product of how to incorporate them into a Service Operation institute

Organizing Service Operation:

  • The tasks, actions and functions of each of the four roles recognised in this unit and how to develop a Service Operation built on these methods
  • Service Operation tasks and duties, where and how they are applied as well as how a Service Operation business would be planned to use these tasks

Technology Considerations:

  • The equipment that assists Service Operation, where and how these can be applied
  • The technology essential to provide each of the Service Operations procedures and roles: Event Management, Incident Management, Request Completion, Problem Management, Access Management and Service Desk

Implementation Considerations:

  • Policies and plans for running Change in Service Operation and how to apply this action within an business
  • Applying Service Operation skills within a business
  • How to assess and manage risk with in a Service Operation group including the interaction that needs to occur with the Service Design and Service Transition workforces

Challenges, Critical Success Factors, and Risks:

  • The tasks and risks (e.g. staff, funding, management, etc.) connected to Service Operation and the facts behind how each task can be assessed
  • The Critical Success Factors (CSFs) connected to Service Operation as well as a thorough method for calculating and observing Service Operation CSFs


The exam is to be completed at a mutually convenient date (please see the below details for further information).

Online Exam:

We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.

The benefits of Online Exams are:

  • Rather than having to be out of the office for a paper exam, once you have received your exam voucher you can arrange directly with the accrediting body for a time that suits you
  • It allows you to complete all revision activities at your own pace to help you prepare for your exam to maximise your passing potential
  • It allows you to revise further before taking the exam
  • Exam results are issued much quicker than the paper based format


Compatibility Check for Online exam:     Please click here

Exam Guidelines:                                  Please click here



Delivery Methods


ITIL® Service Lifecycle - Service Operation Enquiry

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Reach us at 44 161 768 4797 or for more information.


What are the exam details for this course?

The exam will contain of a multiple choice, closed book paper of 8 questions, to be answered in 90 minutes. The pass mark is 70% or more.

What are the benefits for taking this ITIL® course?

The Datrix ITIL® course materials and trainers are acknowledged by PeopleCert which guarantees that learners have a high level of preparation. The Datrix course materials are frequently evaluated in line with standards are met with PeopleCert. The Datrix trainers are frequently evaluated by PeopleCert, to guarantee that their understanding of Service Desk Management and ITIL® are clear enough to distribute preparation that assists the learner’s advantage from joining our training courses.

What is the experience of the instructor(s) delivering my course?

All of our instructors at Datrix are accredited and have over ten years of experience worldwide.

What time shall I arrive at the venue?

Please arrive at the venue for 08:45am.

How can I find more information?

If you would like to know any more information about our courses, please contact us on 0800 781 0626 or send us an e-mail on