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An Introduction to the ITIL® V3 Service Operation Certification Course

Risk Management Flow Chart Red MarkerThe ITIL® V3 Intermediate Level builds on the concepts taught in the ITIL Foundation course. There are two streams in the ITIL Intermediate Level: the Capability Stream and the Lifecycle Stream.  The five modules in the Lifecycle Stream focus on the individual Lifecycle phases: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.


This article will address the ITIL Intermediate Qualification: Service Operation Certification course.


Service Operation is responsible for managing and executing the activities and processes required to deliver and manage services at agreed upon levels to business users and customers.  There are five underlying processes in Service Operation:

  • Incident Management
  • Problem Management
  • Event Management
  • Request Fulfillment
  • Access Management


Along with those five processes, there are four main functions in Service Operation:

  • Service Desk
  • Application Management
  • Technical Management
  • IT Operations Management


In addition to studying the processes and functions in the Service Operation phase of the Service Lifecycle, students will examine the following subject areas:

  • Purpose and Objectives of Service Operation
  • Principles Of Service Operation
  • Common Service Operation Activities
  • Technological Considerations
  • Implementation Considerations


By attending the ITIL V3 Service Operation Certification course, candidates will learn how service stability can be maintained while keeping room for changes in design, scale, scope and service levels.  Furthermore, candidates will understand the critical success factors and key performance indicators related to Service Operation.


To enroll in the ITIL V3 Service Operation course, students must possess the ITIL V3 Foundation Certificate or the combination of the ITIL V2 Foundation Certificate plus the V3 Bridge Certificate.


By using the knowledge and practical direction gained from this course, candidates can help establish the processes and activities needed in order to run day-to-day IT operations efficiently and effectively.  To learn more about Service Operation, contact Ashford Global IT today!

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About this author:

Angel Prusinowski

Angel is a leading ITIL® instructor at Ashford Global IT.

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