ITIL® Intermediate: Service Operation, Exam included


This 3 days course let participants acquire a deeper understanding in planning, managing and continually improving ITIL® Service Operation.
This course is designed to balance theory, practical exercices; and review of current ITIL® implementation.
At the end of this training, candidates will get enough knowledge and understanding to take the ITIL® Intermediate Qualification : Service operation examination.


This course is intended for people who want to:
  • Pass the ITIL® Intermediate Qualification: Service Operation examination
  • Formalise their experience and analyse their current ITIL® implementation

This includes, amongst others:
  • IT directors and managers, technology managers
  • Other managers, supervisors, team managers
  • Designers, architects, planners
  • IT consultants, IT auditors
  • IT security managers and officers


Candidates have to show their ITIL® v3 Foundation ou Foundation Bridge certificate to the trainer before the third day of course. It is strongly recommended to read the officiel ITIL® Service Operation publication before the course.

At course completion

After completing this course, participants will be able to:

  • Have a deeper undertstanding of ITIL® Service Operation's philosophy, concepts,principles, processes and activities
  • Develop an heuristique approach to implement ITIL® Service Operation
  • Pass the ITIL® Intermediate Qualification: Service Operation examination


This course prepare to pass the ITIL® Intermediate : Service Operation exam.

This exam is made of 8 gradient multiple choice questions, lasts 90 minutes with a passing score of 70%.

Each question is scenario based, each question having its own scenario. Each proposed option get a different number of marks (5, 3, 1, 0) depending on how much it fits with the scenario.
If you are a PMP® credential holder, this course gives you 21 PDUs.

Course outline

Module 1: Introduction to ITIL® Service Operation
Module 2: ITIL® Service Operation's Principes
Module 3: 5 Processus of ITIL® Service Operation
Module 4: Common activities in ITIL® Service Operation
Module 5: Organising ITIL® Service Operation
Module 6: Technological considerations
Module 7: Implement and improve ITIL® Service Operation
Module 8: Challenges, success factors and risks
Module 9: Review and exam preparation

ITIL® is a registered trade mark of AXELOS Limited


Printed slides to review and take notes

Official publication (ITIL® Operation)

Cursus de certification

Following the ITIL® Foundation certificate, this certificate is a complement (3 crédits) to gain 17 crédits required to pass the Manage through the Across the service LifeCycle (MALC) and receive the ITIL® Expert credential. Missing credits will be acquired through other intermediate certificates (see below for a list of possible course to gain credits).


These exercices listed here are indicative and may be completed with complementary labs depending on participants' objectives and available time.

Module 1 :

  • Why implementing a Service management?

Module 2 :

  • Which challenges may you have to deal with implementing ITIL® Service Operation? How would you handle it?
  • Identify inputs from / outputs to other service lifecycle stages

Module 3

  • Which challenges may you have to deal with implementing event management process? How would you handle it?
  • Business ask why you setup an incident management process, as it seems to be too bureaucratice to them. What would you response?  
  • Which challenges may you have to deal with implementing problem management process? How would you handle it?
  • Define a procedure, including interfaces with other IT or business processes, to manage an employee's arrival, mutation or departure

Module 4

  • Identify as much as possible Operation activities
  • What are interfaces between Operation and other lifecycle stages?

Module 7

  • Perception about service quality differ between business and IT. How would you accomodate both perspective?

Formations complémentaires

Training: ITIL® Foundation
Training: ITIL® Intermediate Strategy
Training: ITIL® Intermediate Design
Training: ITIL® Intermediate Transition
Training: ITIL® Intermediate Continual Service Improvement (CSI)
Training: ITIL® Intermediate Practitioner