Blended ITIL Service Operation Lifecycle Course (SOBL)

Course Description Schedule Course Outline

Who should attend

The Service Operation Lifecycle course will be of interest to:

  • Individuals who have their ITIL Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.
  • Individuals who require a deeper understanding of the ITIL Service Operation stage of the ITIL Service Lifecycle and how activities in it may be implemented to enhance the quality of IT service management within an organization

Course Description

Fast Lane’s Blended Service Operation (SO) training course uses an optimal mix of training methods to achieve your training and certification objectives in a way that is convenient, effective, and economical. Learners obtain the “knowing” component of the course by completing 8 hours of self-paced e-learning in their own time and at their own pace.

After completing the e-learning component of the course, the program taps into the natural strengths of the classroom. In 1.5 days, you learn to “apply” the knowledge through a combination of case studies, assignments, and role playing.

This ITIL Intermediate course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated with the Service Operation of services and service delivery. 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.

The Course includes the opportunity to take the exam at the end of class, and if necessary, Fast Lane will provide you with a free re-take.

Class Prerequisites

Candidates for this course must:

  • Hold an ITIL Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate
  • There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
  • It is recommended that candidates are familiar with the guidance detailed in the ITIL Service Lifecycle Practices core publications prior to attending training for this certification, in particular the Service Operation publication.
  • It is recommended that participants should complete at least 21 hours of personal study by reviewing the syllabus and the associated areas of the ITIL Service Management Practice core guidance, in particular the Service Operation publication in preparation for the examination. The syllabus can be downloaded from:

What You Will Learn

Upon completion of this course and examination, the participant will gain competencies in:

  • Understanding Service Management as a Practice and Service Operation principles, purpose and objective
  • Understanding how all Service Operation processes interact with other Service Lifecycle processes
  • The sub-processes, activities, methods and functions used in each of the Service Operation processes
  • The roles and responsibilities within Service Operation and the activities and functions to achieve operational excellence
  • How to measure Service Operation performance
  • Understanding technology and implementation requirements in support of Service Operation
  • The challenges, critical success factors and risks related with Service Operation


Practical information about the course:

  • A maximum of 18 people can attend this course with 1 instructor, more students requires a second instructor
  • Participants have to provide their ITIL Certificate numbers prior to the start of the course
  • Participants are expected to complete the e-learning modules prior to joining the classroom / virtual classroom sessions as the classroom sessions build upon the knowledge provided in the e-learning modules
  • Classroom / Virtual Classroom sessions run from 08:00 – 5:00 on day 1 and from 8.00 till 13.00 on day 2
  • After the classroom sessions, there is one more e-learning unit to complete - the exam preparation module
  • The exam can be scheduled at a time and date convenient to learners after completion of the final e-learning module
  • The e-learning modules and the virtual classroom environment require a high speed internet connection, internet explorer 7.0 or higher a headset and microphone.
  • The instructor is available throughout the program to support participants with their e-learning modules. The instructor can be reached via telephone or email.

Course Study Material:

  • Participants receive a copy of the classroom presentation material, practice exam, case study, homework and assignments.
  • Participants receive a PDF with additional course reference material (about 600 pages). This material is formatted for an e-reader allowing for participants to read it as an e-book
  • Participants receive a login and password for the e-learning modules a few weeks before the (virtual) classroom course starts. The e-learning materials are available for 2 years after completion of the course

About the Examination:

  • Evidence of ITIL Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate and completion of Service Operation Lifecycle course from an Accredited Training Provider is required to sit the exam
  • 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%


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

Outline: Blended ITIL Service Operation Lifecycle Course (SOBL)


  • Student and Instructor Introductions
  • Unique Nature of the Course
  • Course Learning Objectives


  • Concept of Service
  • Service Operation in the Service Lifecycle
  • Purpose of Service Operation
  • Processes in Service Operation
  • Functions of Service Operation
  • Value to the Business


  • Goals and Objectives
  • Organizational issues Related to Function, Group, Team, Department, Division, and Role
  • Achieving Balance in Service Operation
  • Requirements For Providing Service
  • Involvement in Design and Transition
  • Operational Health
  • Communication
  • Documentation
  • Sample Test Question


  • Goals
  • Event Management
  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Access Management
  • Operational Activities of Processes Performed in Other Lifecycle Phases
  • Group/Individual Exercise
  • Sample Test Question


  • Goals
  • IT Operations
  • Mainframe Management
  • Server Management and Support
  • Network Management
  • Storage and Archival
  • Database Management
  • Directory Services Management
  • Desktop Support
  • Middleware Management
  • Internet/Web Management
  • Facilities and Data Center Management
  • IT Security Management in Relation to Service Operation
  • Improvement of Operational Activities
  • Group/Individual Exercise
  • Sample Test Question


  • Purpose
  • Functions of Service Operation
  • Roles and Responsibilities
  • Organizational Structures of Service Operation
  • Group/Individual Exercise
  • Sample Test Question


  • Purpose of Technology Considerations
  • Technology, tools, and telephony requirements for Service Operation processes and activities
  • Group/Individual Exercise
  • Sample Test Question


  • Goals
  • Managing Changes in Service Operation
  • Service Operation and Project Management
  • Assessing and Managing Risks in Service Operation
  • Operational Staff in Service Design and Service Transition
  • Planning and Implementing Service Management Technologies
  • Group/Individual Exercise
  • Sample Test Question


  • Objectives
  • Challenges, CSFs, and Risks


  • Mock Exam 1
  • Mock Exam 2
Classroom Training

Duration 1.5 days

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Online Training

Duration 1.5 days

  • United States: US$ 2,295
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