Content at a Glance

Learning Unit SO01: Introduction to service operation

The purpose, objectives and scope of service operation
The value to the business
The context of service operation in the ITIL service lifecycle
The fundamental aspects of service operation and the ability to define them.

Learning Unit SO02: Service operation principles

Principles, techniques and relationships and their application to the delivery and support of services at agreed levels.
How an understanding of the basic conflict between maintaining the status quo and adapting to changes in business needs can lead to better service operation
Other service operation principles including: involvement in other lifecycle stages; understanding operational health; the need for good documentation and communication including a communication strategy
Service operation inputs and outputs.

Learning Unit SO03: Service operation processes

Principles, techniques and relationships and their application to the delivery and support of services at agreed levels.
The use, interaction and value of each of the service operation processes: event management, incident management, request fulfilment, problem management, and access management.

Learning Unit SO04: Common service operation activities

Principles, techniques and relationships and their application to the delivery and support of services at agreed levels.
How the common activities of service operation are co-ordinated for the ongoing management of the technology that is used to deliver and support the services
How monitoring, reporting and control of the services contributes to the ongoing management of the services and the technology that is used to deliver and support the services
How the operational activities of processes covered in other lifecycle stages contribute to service operation
How IT operations staff should look for opportunities to improve the operational activities.

Learning Unit SO05: Organizing for service operation

Principles, techniques and relationships and their application to the delivery and support of services at agreed levels.
The role, objectives and activities of each of the four functions of service operation: service desk, technical management, IT operations management, and application management
Service operation roles and responsibilities, where and how they are used as well as how a service operation organization would be structured to use these roles.

Learning Unit SO06: Technology considerations

Principles, techniques and relationships and their application to the delivery and support of services at agreed levels.
The generic requirements of technologies that support service management across all lifecycle stages
The specific technology required to support the service operation processes and functions.

Learning Unit SO07: Implementation of service operation

Principles, techniques and relationships and their application to the delivery and support of services at agreed levels.
Specific issues relevant to implementing service operation including: managing change in service operation; assessing and managing risk in service operation; operations staff involvement in service design and service transition
Planning and implementing service management technologies within a company.

Learning Unit SO08: Challenges, critical success factors and risks

Principles, techniques and relationships and their application to the delivery and support of services at agreed levels.
The challenges (e.g. engagement with staff outside service operation, justifying funding), critical success factors (e.g. management and business support, staff retention) and risks (e.g. loss of service) related to service operation


© Crown Copyright 2011. This is a Crown Copyright value added product reproduced under license from AXELOS Inc.
The ITIL Intermediate Qualification Service Operation Certificate v5.2 – July 2011
Version 5.2 (Status – Live) Document owner – APM Group-The Accreditor