Course Introduction

ITIL® Service Lifecycle Service Operation is one of the certifications within the ITIL® Service Lifecycle stream. In this certification, the delegate will learn how to manage the performance of products and services in the organisation. During the course, our trainer will focus on the principles, processes, functions and operational activities needed for enhancing the performance.

  • We are trusted as World's largest ITIL® certified training provider

  • Maven Training provides high pass rate

  • Delivered by highly qualified and experienced instructor with official course materials, exam and certificate

  • Our ITIL® courses are accredited by PeopleCert

  • Learn to focus on policies and principles to manage the organisational products and services

What's included




Tutor Support


Key Learning Points


Exam(s) included


ITIL® Foundation Certification required before attending this course.

What Will You Learn

  • Learn how all processes in ITIL® service operation interact with each other
  • Identify metrics to effectively measure ITIL® service operation
  • Discover roles and responsibilities within the ITIL® service operation to enhance the performance of organisational
  • Get to know about importance of service management as a practice concept

Who should take this course

This course is targeted for the following:

  • IT operations Managers
  • Database Administrator
  • Network support and security manager
  • Service Desk and Incident Manager
  • Security Administrator


The Service Operation phase of ITIL® service Lifecycle focuses on the coordination and execution of activities that enable the ongoing management and operation of the products and services developed during the service strategy, design and transition phases. Our trainer will help the delegate to have a clear understanding of the subject so that they can implement the concepts within their organisation to enhance productivity.

What is ITIL®?

ITIL® is most commonly used and worldwide accepted framework for managing IT services. It provides a structure using which one can manage and deliver different services to have a consistent user experience. Many international organisations like IBM, Microsoft, Caterpillar, etc. have benefited from the implementation of ITIL® in their IT service management and have enhanced the productivity. It helps the organisations to achieve good quality services and overcome the difficulties that come in the way of development of effective IT systems.

With ITIL® Service Lifecycle Framework, one can help an organisation to transform and adapt to the changing economic climate and the marketplace. It helps in implementation of further improvements for achieving higher levels of business performance.


  • Each delegate will have to pass an examination that will be conducted at the end of the training to measure comprehension of the body of knowledge. The exam consists of 8 Multiple Choice, scenario based Questions (MCQ’s). For MCQs, four options will be provided, out of which one would be the correct answer. Delegates have to identify the correct answer and proceed for next questions.
  • One will need to have 70 percentage marks to clear the exam. Our trainers will make sure that the delegates have gone through all the concepts of the subject so that they can easily clear the exam in the first attempt.
  • Generally, the exam is 90 minutes and one needs to complete all questions within this time period only.
  • The language used in the exam would be English. In case, someone is not comfortable with English, we can try to provide the exam in another language by consulting our trainer. Selection of language depends upon the comfort of the trainer.
  • All other details regarding exams will be provided during the training by our experts.


Course Content

1.Service Operation Practice

  • Introduction and objective of Service Operation
  • Context of Service Operation in service lifecycle
  • Fundamentals and business value of service operations

2.Principles of Service Operations

  • Maintaining balancing in service operation
  • Good services
  • Operations staff involvement in other stages of lifecycle
  • Operational health
  • Documentation
  • Communication
  • Input and Output of Service Operation

3.Event Management

  • Event Management Process
  • Objectives and Scope
  • Basic Concepts and Terminologies
  • Policies and Principles
  • Methods and Principles included in the processes
  • CSFs and KPIs
  • Risk and Challenges

4.Incident Management Process

  • Objective and Scope
  • Business value
  • Basic Concepts and Terminologies
  • Policies and Principles
  • Methods and techniques
  • CSFs and KPIs
  • Risks and Challenges

5.Problem Management Process

  • Objective and scope
  • Basic Concepts and Terminologies
  • Policies and Principles
  • Methods and techniques
  • CSFs and KPIs
  • Risks and Challenges

6.Requirement Fulfilment Process

  • Basic concepts and Terminologies
  • Policies and Principles
  • Methods and techniques
  • CSFs and KPIs
  • Risks and Challenges

7.Access Management Process

  • Basic Concepts and Terminologies
  • Policies and Principles
  • Methods and techniques
  • CSFs and KPIs
  • Risks and Challenges

8.Service Operation Activities

  • Control and Monitor
  • IT Operations
  • Management and Support of Server and Mainframe
  • Managing Network
  • Storage and Archive
  • Database Administration
  • Directory Services Management
  • Desktop and Mobile Device Support
  • Middleware and Internet Management
  • Facilities and Data Center Management
  • Enhancement of Operational Activities

9.Service Desk Function

  • Organisational Structure
  • Roles and Objectives
  • Outsourcing the Service Desk
  • Supporting the Service Desk

10.Technical Management Function

  • Roles and Objectives
  • Relationship between Technical Design and Technical Management and Supporting
  • Measure Technical Management
  • Management Documentation
  • Roles supporting Technical Management 

11.IT Operations Management Function

  • Roles and Objectives
  • Measure IT Operational Management
  • Management of Documentation of IT operations
  • Supporting roles for IT Operations Management

12.Applications Management Function

  • Roles and Objectives
  • Application Management Principles
  • Lifecycle of Application Management
  • Measuring Application Management
  • Documentation for managing Applications
  • Roles Supporting Applications Management

13.Service Operation Organisational Structure

  • Approaches for organising functions
  • Benefits and Limitations of each organisational approach

14.Technology and Implementation Considerations

  • Generic Technology Considerations
  • Technologies for managing Event
  • Technologies for managing Incident
  • Technologies for managing Problem
  • Technologies for fulfilling Request
  • Access Management Technologies
  • Service Desk Technologies
  • Change Management in Service Operation
  • Service Operation and Project Management
  • Assess, Manage and Control Risk in Service Operation
  • Involvement of Operational Staff in Service Design and Service Transition
  • Planning and Implementing Service Management Technologies
  • Challenges of Service Operation
  • CSFs of Service Operation
  • Risks of Service Operation


ITIL® Service Lifecycle - Service Operation Schedules

Course Name Duration Dates Price
ITIL® Service Lifecycle - Service Operation 3 Days Virtual
ITIL® Service Lifecycle - Service Operation 3 Days Virtual
ITIL® Service Lifecycle - Service Operation 3 Days Virtual
ITIL® Service Lifecycle - Service Operation 3 Days Virtual
ITIL® Service Lifecycle - Service Operation 3 Days Virtual

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