A Quick Glance

  • black-arrow

    Become ITIL® Expert with our ITIL® courses

  • black-arrow

    Delivered by experienced and certified trainers in luxury venues

  • black-arrow

    Deliver effectively and efficient IT services within the organisation

  • black-arrow

    Learn various principles and processes required to improve the quality of the service

Every IT organisation seeks for effective and efficient service delivery to improve the organisational performance and customer satisfaction. ITIL® training includes an ITIL® intermediates courses in which ITIL® Service Lifecycle- Service Operation is one of the certification in ITIL® Service Lifecycle stream. It includes the fulfilment of customer’s requests, fixing problems, as well as carrying out operational tasks.

Pentagon Training introduces ITIL® Service Lifecycle- Service Operation training in which the delegates will get to know about principles, processes, functions and operational activities needed to enhance the output of the organisation or to lead the market. 

Who should take this course

ITIL® Service Lifecycle - Service Operation course is best suited for the following audience:

  • Database Administrator
  • IT Operations Managers
  • Network support and security manager
  • Service desk and incident manager
  • Security Administrator




The professional must hold ITIL® Foundation Certificate before attending ITIL® Service Lifecycle - Service Operation Course.


What Will You Learn

After ITIL® Service Lifecycle - Service Operation course, you will be able to:

  • Identify the purpose, objectives, scope and value of Service Operations to the business
  • Determine the involvement of Service Operation staff with another stage of service lifecycle
  • Get to know about how Service Operation is organised and how its functions are structured
  • Identify the risk, challenges, and success factors associated with the Service Operations

What's included

  Course Overview

Pentagon Training’s ITIL® Service Lifecycle - Service Operation course help the delegates to learn about coordination and execution of activities for enabling the ongoing management and operation of the products and services developed during the service strategy, design and transition phases of the ITIL® Service Lifecycle phases. The candidates will have a clear understanding of the concepts and terminologies used in life cycle so that they can implement them within their organisation to enhance productivity. During the course, our certified trainer will focus on the various methods and techniques using which the delegates will learn to manage and monitor the performance of products and services in the organisation.


The delegates will have to pass an examination that will be conducted at the end of the training to measure the level of knowledge or understanding attained during the course. The exam will be of 8 Scenario based Multiple Choice Questions (MCQ’s), each question has four options, one has to select one correct answer out of it. Your performance will be measured by the number of correct answers you attended.          

You will need to have 7o percentage marks to clear the exam. Our experienced and certified trainers will help the delegates in getting a deep understanding of the subject. 

The exam will be of 90 minutes, and you need to complete all questions within that time only. No extra time will be provided for any reason.

The language used in the exam would be English. Selection of language depends upon the comfort of the trainer.

All details regarding exam will be provided during the training before the exam. If you still have some query, you can contact our help and support team anytime.


  Course Content

Introduction to Service Operation Practice

  • Define Service Operation
  • Scope and objective of Service Operation
  • Service Operation Context in service lifecycle
  • Fundamental and business value of service operations

Principles of Service Operations

  • Maintain balance in service operation
  • Good services
  • Operations staff involvement in another stage of lifecycle
  • Operational health
  • Documentation
  • Communication and its type
  • Input and Output of Service Operation 

Introduction to Event Management

  • Define Event Management Process
  • Objectives and Scope
  • Key Concepts and Terminologies
  • Policies and Principles
  • Methods and Principles included in the processes
  • CSFs and KPIs
  • Risk and Challenges

Introduction to Incident Management Process

  • Define Incident Management Process
  • Objective and Scope
  • Business value
  • Key Concepts and Terminologies
  • Policies and Principles
  • Methods and techniques
  • CSFs and KPIs
  • Risks and Challenges 

Introduction to Problem Management Process

  • Define Problem Management Process
  • Objective and scope
  • Key Concepts and Terminologies
  • Policies and Principles
  • Methods and techniques
  • CSFs and KPIs
  • Risks and Challenges

Introduction to Requirement Fulfillment Process

  • Define Requirement Fulfilment Process
  • Key concepts and Terminologies
  • Policies and Principles
  • Methods and techniques
  • CSFs and KPIs
  • Risks and Challenges 

Introduction to Access Management Process

  • Key concepts and Terminologies
  • Policies and Principles
  • Methods and techniques
  • CSFs and KPIs
  • Risks and Challenges

Introduction to Service Operation Activities

  • Controlling and monitoring a service
  • IT Operations
  • Management and Support of Server and Mainframe
  • Directory Services Management
  • Desktop and Mobile Device Support
  • Middleware and Internet Management
  • Manage Network
  • Storage and Archive
  • Database Administration
  • Facilities and Data Center Management
  • Enhancement of Operational Activities 

Service Desk Function

  • Effective Organisational Structure
  • Roles and Objectives
  • Outsourcing the Service Desk
  • Supporting the Service desk

Technical Management Function

  • Scope
  • Roles and Objectives
  • Relationship between Technical Design and Technical Management and Supporting
  • Measure Technical Management
  • Management Documentation
  • Roles supporting Technical Management

IT Operations Management Function

  • Roles and Objectives
  • Purposes
  • Measure IT Operational Management
  • Management of Documentation of IT operations
  • Supporting roles for IT Operations Management

Applications Management Function

  • Roles and Objectives
  • Application Management Principles
  • Lifecycle of Application Management
  • Measuring Application Management
  • Documentation for managing Applications
  • Roles supporting Applications Management 

Service Operation Organisational Structure

  • Approaches for organising functions
  • Benefits and Limitations of each organisational approach

Technology and Implementation Considerations

  • Generic Technology Considerations
  • Technologies for managing Event
  • Technologies for managing Incident
  • Technologies for managing Problem
  • Technologies for fulfilling Request  
  • Change Management in Service Operation
  • Service Operation and Project Management
  • Assess, Manage and Control Risk in Service Operation
  • Involvement of Operational Staff in Service Design and Service Transition
  • Planning and Implementing Service Management Technologies
  • Access Management Technologies
  • Service Desk Technologies
  • Challenges of Service Operation
  • CSFs of Service Operation
  • Risks of Service Operation

ITIL® Service Lifecycle - Service Operation Schedules

Course Name Duration Dates Price
ITIL® Service Lifecycle - Service Operation 3 Days Wolverhampton

About Wolverhampton

Wolverhampton is a city located in West Midlands. The people from the city are known as "Wulfrunian". The city was founded in 985 by Wulfrun as a part of Staffordshire, hence the name. Before that the area was known as Hamtun, Wulfrun being added as a prefix somewhere in 1070 AD only. A variant of this name as Wolveren Hampton is seen recorded in 1381.

The city grew with a specialisation in the woollen trade. During the Industrial Revolution, Wolverhampton was a major centre for various industries.  The city relies on engineering as well as the service sector for boosting the economy. This also includes the aerospace industry.


Wolverhampton is governed locally by Wolverhampton City Council. The South Staffordshire District Council administers the urban area. The area managed by the City Council is represented in the national United Kingdom Parliament by MPs. These MPs represent Wolverhampton South West, Wolverhampton South East and Wolverhampton North East constituencies. The areas ruled by the South Staffordshire District Council is represented by South Staffordshire . In the European Parliament, Wolverhampton forms a part of the West Midlands constituency.

The City of Wolverhampton being a metropolitan borough provides all services to the district. But South Staffordshire District Council is a two-tier authority.  As such some services are provided by Staffordshire County Council.

Tallest Buildings                                      

  • Victoria Halls (Building 1) – Residential,246 ft,25 Floors, 2009
  • Brockfield House – Residential, 203 ft,22 Floors,1969
  • Hampton View – Residential, 203 ft, 22 Floors,1969
  • Cecilias – Residential,184 ft,20 Floors,1970
  • Wodensfield Tower – Residential,184,20 Floors,1966
  • William Bentley Court – Residential,184 ft,20 Floors,1966 


Wolverhampton takes part in many sports. They include  such as Football, Athletics, Cycling, Motor Sports, Marathon etc.