Service Operation Qualification


The Service Operation module is one of the ITILĀ® Service Lifecycle modules, and will be of interest to candidates looking to focus on the use of process and practice elements used, and the management capabilities needed to deliver quality Service Management practices.

Why should I take it?

The modular structure of the Intermediate level allows candidates to develop an ITIL specialism. The Service Operation module will help you to gain the knowledge, skills and management techniques to coordinate all activities within this Lifecycle stage.

Capability modules which would enhance your knowledge gained from this module are:

  • Operational Support and Analysis (OSA)
  • Release, Control and Validation (RCV)

You may also choose to use the qualification and credits and supplement them with additional modules to achieve ITIL Expert Level.

Is it right for me?

As with any of the Intermediate modules, it is recommended that candidates have exposure to basic concepts in IT and at least two years professional experience working in IT Service Management.

The Service Operation qualification would suit candidates in the following roles:

  • Release Manager
  • Security Administrator
  • Applications Support
  • IT Operations Manager
  • Database Administrator
  • Problem Manager
  • Service Desk and Incident Manager
  • Network Support
  • Security Manager

We have provided this list as a guide only, and choices will depend on the candidate's individual career goals and objectives.

Service Operation Examination

The exam format is as follows:

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

Further Information

pdf Service Operation (SO) Syllabus