ITIL Service Operation® (SO)

The Service Operation (SO) module is one of the qualifications within the ITIL Service Lifecycle category of the ITIL Intermediate level. 2. The SO module focuses on coordinating activities during service strategy, design and transition phases of the services lifecycle. 3. This certification is designed for professionals involved in the management of IT service operations. 4. Service Operation encompasses the day-to-day activities, processes, and infrastructure responsible for delivering value to the business through technology. It includes monitoring services, resolving incidents, fulfilling requests and carrying out operational tasks.

For Whom
To be eligible for taking ITIL Intermediate SO examination, the candidate must fulfill the following requirements: Undertake at least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course. A basic IT literacy and approximately two years IT experience are highly desirable.
Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications). It is also recommended that candidates complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Service Operation publication in preparation for the examination, specifically Chapter 2: Service Management as a Practice.

The demand for certified professionals in the SO module of ITIL is growing dramatically in the global IT market. Certified professionals will open the door to new career opportunities such as service delivery manager, incident manager, service engineer and quality consultant.


  1.   ITIL Foundation Certificate in IT Service Management
  2.   Earlier ITIL (V2) Foundation plus Foundation Bridge
  3.   ITIL Expert in IT Service Management
  4.   Completion of an Accredited course from an ITIL Accredited Training Provider

Introduction Video 
Watch Video


Download ITIL Service Operation® (SO) Brouchure

Enquiry Form  :

Acknowledgement : ITIL® is a [registered] trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.