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ITIL® Lifecycle Course – Service Operation

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The constant barrage of new technologies and ever evolving business requirements demands an updated approach to IT Service Operation.

Based on the Service Operation publication of the ITIL® core library, this three (3) day instructor-led course provides best-practice advice and guidance on all aspects of managing the day-to-day operation of an organization`s IT Services. It covers issues relating to the people, processes, technology and relationships necessary to ensure the high-quality, cost-effective provision of IT service necessary to meet – and exceed – business needs.

Embedded into this course is our unique virtualization, Living the Lifecycle® which successfully enables active learning by encouraging the participants to:

  • Discuss and understand pure ITIL concepts
  • Apply concepts to a “neutral” real world situation
  • Learn different perspectives
  • Reinforce examinable concepts

Project Management Institute (PMI) Professional Development Units (PDUs):

Learners who are Project Management Professionals will earn 22 PDUs upon completion of this course.


Successfully passing (70%) the 90 minute exam, consisting of eight (8) complex, multiple choice scenario-based questions, leads to the ITIL Intermediate Certificate.

Max instructors have successful track records as IT professionals and bring that acumen into the classroom. Utilizing the highest quality content, our trainers blend their real life experiences into lively classroom discussion. Trainers for this course are ITIL Experts™ and / or Service Operation Certified.

Course / Student Material:

  • Three (3) Days Instructor Led Training and Exercise Facilitation (23 Class Hours/21 Study Hours)
  • Learner Manual (excellent post-class reference)
  • Study aids and sample exams Participation in Living the Lifecycle, ITSM Academy’s unique series of case study-based exercises
  • Exam Preparation
  • In-Class Exam for those who take the course at the Mason, Ohio facility
  • Virtual students will sign up for the exam directly with the exam institute after MAX provides them an exam voucher after the first day of class

Note: Learners will be expected to read the case study and process chapters from the appropriate ITIL book – Service Operation – before the first class date…a minimum 21 hours of personal study.



Upon successful completion learners will understand:

  • Introduction to Service Operation
  • Service Operations Principals
  • Service Operation Processes
  • Common Service Operation Activities
  • Organizing Service Operation: Functions
  • Technology Considerations
  • Implementation Considerations
  • Challenges, Critical Success Factors and Risks


Candidates for this course have:

  • ITIL Foundation – obtained through ITIL Foundation or Bridge Course
  • Prerequisite Certification must be Provided Prior to Class Start


  • 2 years IT Service Management experience
  • A minimum of 21 hours of personal study
Note: The Service Operation exam is a very challenging test. Upon registration, learners will be provided a pre-course reading list. Learners will be expected to read the case study and process chapters from the appropriate ITIL book - Service Operation - before the first class date...a minimum 21 hours of personal study.


The primary audience is:

  • CIOs, CTOs, IT and Business Professionals and Process Owners involved in the ongoing management, coordination and integration of operation activities within the Service Lifecycle
  • Individuals who require a detailed understanding of the ITIL® Service Operation stage and how it may be implemented to enhance the quality of IT service provision within an organization
  • Individuals seeking to achieve the ITIL Master or ITIL Expert™ Certification

ITIL® is a registered trade mark of the AXELOS Limited IT Infrastructure Library® is a registered trade mark of the AXELOS Limited The Swirl logo™ is a registered trade mark of the AXELOS Limited

Accredited course material is property of ITSM Academy

$2495.00 List Price

3 Days Course

Class Dates

Request a Date or a Private Class below.

MAX Educ. Savings
22 PDU's
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