ITIL® 2011 Intermediate – Service Operation (SO) – Lifecycle

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  • Duration 3 days
  • Regular fee 2 475
  • Preferential fee 2 225?
  • Locations
    • Virtual Classroom

Accreditation and partner associations

  • Project Management Institute 24 PDU


To provide the knowledge and skills required to describe the concepts, processes and their objectives, policies and methods related to IT service operation management. Participants will be given the opportunity to put ITIL® principles into practice, and will be prepared to put the skills they have acquired to use in order to successfully pass the AXELOS exam.

Targeted audience

Managers and personnel involved in implementing IT service operation processes or any of its related disciplines, such as the service center.


ITIL® 2011 Foundation Certification or ITIL®V3 Foundation Certification (Course TI111) or having passed the upgrade exam from V2 to V3. It is also strongly recommended that candidates read the principal ITIL publications on the life cycle of services, and particularly "Service Transition" (2011 edition) before beginning the training for certification.

Special Note

The course schedule is from 8:30 AM to 5:30 PM. The course is provided by Qualiti7, Accredited Training Organisations (ATOs)by APMG International.

  • Reference book: "Service Operation", by OGC (not included in the course fees). The book is available on the itSMF site. The cost is $170 for the French edition (2007), and $155 for the original English edition (2011)
  • Maximum class size: 18 Course length: 24 hours + preparation for the exam, and the final exam
  • Hours of additional preparation recommended: 12
  • Number of ITIL® V3 credits: 3

Training Details


  • Introduction to service operation
  • Principles of service operation
  • Service operation processes and activities:
  • Event management
  • Incident management
  • Request management
  • Access management
  • Problem management
  • Duties:
  • Service center
  • Technical management
  • Application management
  • Computer operations management
  • Service operation - organization
  • Technological considerations
  • Service operation - implementation
  • Challenges, critical factors for success, and risks involved
  • Each discipline will be examined with a focus on the following aspects:
  • Goals and objectives
  • Basic concepts
  • Process model and activities
  • The values of the process
  • Roles and responsibilities
  • Key metrics, challenges, critical success factors and risks
  • Exam preparation
  • Exam

Material Note

The training material is based on the AXELOS syllabus: The ITIL Intermediate Qualification l Service Operation Certificate_v5.4 Live.

Exam Note

Practice exams provided by AXELOS will be distributed to participants in order to help them prepare for the certification exam. The exam is in English, as it has not yet been translated by AXELOS.

Legal Note

“ITIL® is a registered trade mark of AXELOS Limited.” “IT Infrastructure Library ® is a registered trade mark of AXELOS Limited.” "The Swirl logo™ is a trade mark of AXELOS Limited.” "Accredited ITIL® training is provided by Qualiti7 International, a Training Organisation certified by PeopleCert."

Select the training date*

*Unless stated otherwise, all sessions are in French.
  • Virtual Classroom

    May 27 to May 29 2020 - english version

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