• Introduction and Overview
• Balancing conflicting goals
• Core Service Operation Processes
• Primary ITIL processes within Service Operation
• Operational activities of other ITIL processes
• Common Service Operation Activities
• Monitoring and control of IT operations
• Management of the infrastructure
• Operational aspects of processes from other lifecycle phases
• Organizing for Service Operation
• Mapping Service Operation functions to activities
• Service Operation structure
• Key functions of the Service Desk
• Structuring the Service Desk
• Technology Related Issues
• Implementation Challenges and Risks

Measure Service Design processes using critical success factors and key performance indicators

• Applying the Incident Management Lifecycle to quickly restore normal operation
• Enabling internal customers to use a service while protecting against unauthorized access
• Preventing recurring problems and resulting incidents with effective Problem Management
• Ensuring decision-making that balances stability vs. responsiveness and quality vs. cost
• Prepare for and take the ITIL Intermediate Qualification: Service Operation Certification Exam
• Plan key activities for Service Operation processes
• Maintain stability in Service Operations while allowing for changes in design, scale, scope and service levels
• Support operations through new models and architectures such as shared services
• Evaluate Service Operations processes with critical success factors and key performance indicators

• Individuals who require a detailed understanding of the ITIL Service Operation phase of the ITIL core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
• IT professionals working within or about to enter a Service Operation environment and requiring an understanding of the concepts, processes, functions and activities involved
• Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules
• Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite

ITIL V3 Foundation Certificate or ITIL V2 Foundation plus Bridge Certificate and completion of an accredited Course from an ITIL Accredited Training Provider

Type: Online or Paper based Exam having Eight (8) multiple choice, scenario-based, gradient scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.

Duration: 90 minutes. Candidates sitting the examination in a language other than their native language have a maximum of 120 minutes and are allowed the use of a dictionary.

Pass Score: 70% (28 0f 40)