ITIL Intermediate Lifecycle program: Service Operation (SO)

Service Operation (SO) | taught by The Art of Service Team

Course description

Service Operation Lifecycle Program

Which ITIL Topics are covered in this course?

The Service Operation Certificate covers the following ITIL processes:

★Event Management

★Incident Management

★Request Fulfillment

★Problem Management

★Access Management

In addition, the following functions are examined:

★Service Desk

★Technical Management

★IT Operations Management

★Application Management

This intensive interactive course immerses learners in the practical aspects of the ITIL® Service Lifecycle and processes associated with Service Operation. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment.

This training is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle. This course uses an engaging, interactive and flexible online approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam: the AXELOS® Intermediate Level Certificate in Service Operation.

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Why should you train with The Art of Service

The Art of Service is a world leading online learning company that helps anyone learn technology and business skills to achieve personal and professional goals.

Our Accredited eLearning Courses provide our students everything to best prepare you for the ITIL Exams with:

 Accredited self paced online learning (60 days)
 300+ page PDF Workbook Yours to keep (PDF download)
 Multimedia presentations to simulate the classroom experience Downloadable resources so you can study on the go;
 End of module review questions to assess your content knowledge A full 40 question sample exam to assist in your exam preparation
 24/7 online access to your course. (Internet access required)

Through individual, corporate, academic and government enrollments, members have access to the The Art of Service education library of engaging, top-quality courses taught by accredited and recognized industry experts.

What you need to Know!

Pre-requisites needed before you start:

  • Hold an ITIL v3/2011 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate.
  • There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable.
  • It is highly recommended that you read the AXELOS Service Operation book prior to commencement of this program.
  • Candidates must supply identification confirmation at the time of course registration.

Contact Hours:

The recommended minimum contact hours for the eLearning course is 21 but the benefit of eLearning is that you can move at a pace that best suits you. Our different access options allow you to tailor the learning experience to your learning needs.


The program combines short presentations supported by accredited trainer audio and a PDF textbook to be used as a study guide. There are also exercises (marking scheme provided) to ensure learners are testing their knowledge and competency to enhance understanding of key concepts. Revision questions and a mock examination help to prepare for the multiple-choice examination. (60 days access)

*This course must be completed prior to December 31, 2019 as this course will cease to be active past this date. The Art of Service is not renewing the accreditation licence for all ITIL courses and will cease providing access to all ITIL courses at December 31, 2019.
Please complete the course prior to this date.

We are able to purchase exams for the courses till December 20, 2019. Exams expire 12 months from purchase as they are conducted by PeopleCert and not by The Art of Service.

 About the Examination:

  • Evidence of ITIL v3/2011 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate and completion of the SO Lifecycle course from an Accredited Training Provider is required to sit the exam.
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the SO book in preparation for the examination.
  • The syllabus can be downloaded from the resources of your course.
  • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
  • Exam duration is a maximum 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary).
  • Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
  • Pass score is 28/40 or 70%.
  • Distinction pass score is under consideration.


  • Upon successful passing of the ITIL SO Lifecycle exam, the student will be recognized with 3 credits in the ITIL qualification scheme.
  • Project Management Institute Professional Development Units (PDUs) = 21.

Is this course accredited?

Yes! AXELOS/PeopleCert, the official ITIL accreditors, have accredited this course and the instructors who teach it as providing high-quality training in IT Service Management.



ITIL® is a registered trade mark of AXELOS Limited
AXELOS® is a registered trade mark of AXELOS Limited

The Art of Service Team
The Art of Service Team
eLearning Support

The Art of Service has a team dedicated to your learning success! Our eLearning support team is available 7 days per week for ongoing support and to answer your course related questions.

Course Curriculum

Important Information!
Must Read!!
Candidate ID Form - Must be completed
The ITIL Intermediate Qualification Service Operation Certificate Syllabus v5.4
ITIL Service Operation Intermediate Lifecycle Complete Certification Kit
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Service Operation Lifecycle Program
Welcome to Service Operation
Introduction Warm Up
The ITIL Intermediate Qualification Service Operation Certificate_v5.1
Service Lifecycle Map
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Service Operation
Service Operation Introduction Part 1
Service operation Introduction Part 2
Service Operation Introduction Part 3
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Service Operation Processes
Event Management Part 1
Event Management Part 2
Incident Management Part 1
Incident Management Part 2
Request Fullment
Problem Management
Access Management
Common Service Operation Activities
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Organizing for Service Operation
Service Desk
Technical Management
IT Operations Management
Applications Management
Organizing for Service Operation
Technology Considerations
Planning and Implementation Considerations
Challenges, Critical Success Factors & Risks
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Exercises and Marking Guide
Access Management Exercise
Event Management Exercise
Major Incident Exercise
Problem Management Exercise
Service Operations Exercise
Access Management Marking Guide
Event Management Marking Guide
Major Incident Marking Guide
Problem Management Marking Guide
Service Operations Marking Guide
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Exam Preparation and Information
Exam Information
Exam Preparation with Graded Marking
Exam Preparation with Graded Marking - Answers
Purchase the Exam Voucher Here!
Course Evaluation Form
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Sample Exam
ITIL Intermediate Lifecycle Service Operation Sample 1 SCENARIO BOOKLET v6.1
ITIL Intermediate Lifecycle Service Operation Sample 1 QUESTION BOOKLET v6.1
ITIL Intermediate Lifecycle Service Operation Sample 1 ANSWERS & RATIONALES v6.1
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Additional Resources
Certification Textbook Multiple Choice Questions Rationale
Official AXELOS ITIL Glossary
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"ITIL® is a Registered Trade Mark of the AXELOS Limited". "The Swirl logo is a Trade Mark of the AXELOS Limited". | "AXELOS® is a registered Trade Mark of AXELOS, limited" 2016