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ITIL® Intermediate - Service Operation (VIRTUAL COURSE)

Date: 13-16 Nov 2018, 9:00 am-5:00 pm
Venue: Virtual Instructor Led Course
Availability: Virtual , Onsite
Certification: ITIL®
Prerequisites: ITIL® Foundation Certificate
ITIL® Foundation v2 to v3 Bridge
ITIL® Foundation v3
Certification Exam Information

This course is held Virtually so you will need a quiet room for the duration of the course and a computer or laptop with internet capabilities. A headphone/speaker is also recommended.


The Service Operation (SO) module is one of the certifications within the ITIL® Service Lifecycle work stream. This module focuses on the principles, processes, operational activities and functions that enable organizations and individuals to successfully manage how their products and services perform.

The SO module focuses on the coordination and execution of activities that enable the ongoing management and operation of the products or services developed or implemented during the service strategy, design and transition phases of the IT Service Lifecycle as well as any technology and support resources that are used to deliver them.

Understanding of Service Operation best practice enables organizations and IT teams to effectively sustain and maintain the products and services they develop and ensure that they provide efficient resources for their users.

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Key Topics

Course covers:

  • Service Operation Practices
  • Service Operation Principles
  • Event Management Process
  • Incident Management Process
  • Problem Management Process
  • Request Fulfillment Process
  • Access Managment Process
  • Common Service Operations Activities
  • Service Desk Function
  • Technical Management Function
  • IT Operations Management Function
  • Applications Management Function
  • Service Operations Organisational Structures
  • Technology and Implementation Considerations
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Who Should Attend:

The course is designed for but not limited to, CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of activities within the Operations stage of the Service Lifecycle.

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What is Virtual Instructor Led Training

So what is Virtual Instructor Led Training? Its not Elearning, its you learning from our certified experts in real time.

No need to travel to the office, or go into a stuffy training room, you can study and learn from a Certified Expert in real time from the comfort of your own home/resort/spacecraft or boat* (*As long as you have a computer and internet access).

Similar to  E-learning with the exception of having set times to learn, a real time instructor to explain the course concepts and other attendeees to bounce ideas off.

If you are running late, or cant make a certain part of the course, we record the entire event for you to watch when you have time, its just like catch up on Hulu or Fetch, you get up to speed and start fresh the following day, not missing a single piece of information.

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Exam Information:

Exam Pre- Requisite

A pass in the ITIL® V3 or ITIL® 2011 Foundation exam or the ITIL V2-V3 Bridging exam. Proof will need to be provided before attending the course.

Candidates should have exposure to basic concepts in IT and related work experience of at least two years.

The exam format is as follows:

  • Multiple choice examination questions
  • Eight questions per paper
  • 28 marks required to pass (out of 40 available) - 70%
  • 90 minutes’ duration
  • Closed book.

The exam is not held during the course. It is taken online at a time of your choice after the course. If the exam has been purchased an exam voucher will be sent to your email address on the completion of the course.  The exam must be taken within 6 months of completing the course.

The Online Webcam Proctored Exam is conducted by PeopleCert.

Exam Requirements-

  • A private room where you can sit the exam and won't be disturbed.
  • A computer or laptop with internet and webcam facilities.
  • Mobile phones must be switched off during the exam.

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Further Details:


This course is held Virtually so you will need a quiet room for the duration of the course and a computer or laptop with internet capabilities. A headphone/speaker is also recommended.

The ITIL Certification Exam is included in all HDAA's ITIL Public Course pricing. Return to our Training Calendar.

About ITIL.

Cancellation & Transfer Policy.

For an On-site quote, please contact HDAA on T: 1300 130 447.


Public:(Non Member) $4110.00 (inc GST)
This course is not currently available online