ITIL® Service Operation Certification

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            The service operation is a part of the Lifecycle modules and it is the stage in Lifecycle that is responsible for ‘business-as-usual’ activities. It ensures achieving efficacious in-service support & delivery in all information technology life cycles. To carry out the activities & processes required to deliver & manage services at agreed levels to

Business users

Customers and

The ongoing management of technology that is used to deliver & support services

Prerequisite Entry Criteria:

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management (the Foundation or Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.

Eligibility for Examination:

To be eligible for the ITIL® Intermediate: Service Operation Qualification, candidates shall fulfill the following requirements:

At least 21 contact hours  (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) of involvement, for this syllabus, as part of a formal, approved training course/scheme

There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable

Hold the ITIL® Foundation Certificate in IT Service Management or ITIL® Foundation plus the bridging certification

It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Strategy publication in preparation for the examination.


Introduction to Service Operation

Service Operation Principles

Service Operation Processes

Common Service Operation Activities

Organizing Service Operation

Technology Considerations

Implementation Considerations

Challenges, Critical Success Factors and Risks


Examination Format: Multiple choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%.
Delivery: Online or Paper Based Examination through an Accredited Training Organization.
Exam Duration: Maximum 90 minutes for all candidates in their respective language
Open/Closed Book: Closed Book.




I am glad that i have taken up this Certification at Aabiance. Awaiting for the Exam results and Certificate!

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