ITIL® Intermediate SO (Service Operation)

Accredited training in IT service management.

The training is one of the Lifecycle Stream group modules. It can be treated as an independent training or be one of the stages on the way to obtaining the ITIL Expert certificate. It allows training participants to learn about the details of the processes and roles of service operation. Practical exercises are an integral part of the training.

The training prepares you for the ITIL® Service Operation exam and for obtaining an international certificate.

WARNING! According to the guidelines of the accreditation, the training can only be purchased together with the certification exam from 1.11.2019.

Do you have questions?


Natalia Sielicka

(+48) 801 55 66 32


For whom?

  • everyone interested in learning more about the Service Operation stage, best practices in improving service management and effective methods of process improvement
  • IT directors and executives
  • support staff
  • technical team leaders
  • IT security managers

from 1999 PLN (VAT not included)


3 days



Training details
Exam and certification

The aim of the training is to enable participants with the ITIL® Foundation certificate to effectively apply good practices in the processes related to the operation of services.

The condition for participation in the training is to have the ITIL® Foundation certificate (version V3 or 2011) or ITIL® V2 Foundation supplemented with the ITIL® Foundation Bridge certificate.

Participation in the training also allows you to hold the ITIL® Expert Certificate in IT Service Management (obtained through the ITIL® V3 Managers Bridge exam).

Table of contents:

  • Introduction to Service Operation
  • Service Operation Policy
  • Organization of Service Operation: Service Desk - structure, roles, technologies
  • Organization of Service Operation: IT Operations management
  • Organization of Service Operation: Technical management
  • Organization of Service Operation: Application management
  • Service Exploitation Processes: Event management
  • Service Operation Processes: Incident management
  • Service Operation Processes: Request fulfillment
  • Service Operation Processes: Problem management
  • Service Exploitation Processes: Access Management
  • Joint Operation Service Operations
  • Joint Service Operations Activities - cont
  • Implementation Considerations
  • Challenges, Risks, Critical Success Factors (CSFs)

Our participants get:

  • classes conducted by an accredited trainer
  • accredited training materials
  • friendly atmosphere of learning and exchange of experiences
  • taking the exam and obtaining international certification
  • catering - coffee breaks and lunch
  • participation diploma

During the training, participants are provided with valuable tips, comments and information necessary to pass the exam.

Students also get access to mock exams, which allow them to familiarize themselves with the structure of the test and to check their skills.

The exam questions relate to the sample project scenario and ITIL v3 issues. These are tasks consisting in ordering the order of statements and determining whether the given explanation actually explains the given statement.

The ITIL® Service Operation certificate is granted for a lifetime.

Exam details:

  • Duration: 90 minutes (or 120 minutes for non-native speakers)
  • Volume: 8 complex questions
  • Positive result: 70% of correct answers (28 points)
  • Language: English


The exam is available:

  • on paper (during stationary training)
  • in electronic version (during online training).