Class Details

Price: $2,249

GSA Eligible

3-Day Course Includes:

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  • Class exercises in addition to training instruction
  • Courseware books, notepads, pens, highlighters and other materials
  • Course retake option
  • Exam Voucher
  • Full breakfast with variety of bagels, fruits, yogurt, doughnuts and juice
  • Tea, coffee, and soda available throughout the day
  • Freshly baked cookies every afternoon - *only at participating locations

Course Outline

  • Lesson SO01: Introducing Service Operation
  • Lesson SO02: The Service Operation Principles
  • Lesson SO03: The Service Operation Processes
  • Lesson SO04: Common Service Operation Activities
  • Lesson SO05: How to Organize Service Operation
  • Lesson SO06: Technology Considerations
  • Lesson SO07: Implementation Considerations
  • Lesson SO08: The Challenges, Critical Success Factors and Risks


Core course topics include:

  • Service Operation Principles
  • Service Operation Processes
  • Service Operation Activities
  • Organizating Service Operation Fucntions
  • Technology and Implementation Considerations
  • Challenges, Critical Success Factors and Risks
  • How to Coordinate and Execute Actions and Processes to Deliver and Manage Services at Agreed Levels to Busienss Users and Customers

Class Exam

You can use the ITIL Intermediate voucher for any ITIL Lifecycle or Capability exam.


  • Number of Questions: 8
  • Passing Score: 70%
  • Duration: 90 minutes
  • Format: multiple choice, scenario-based and gradient scored
  • Students must present an ITIL 2011 Foundation or V2 Foundation plus Bridge Certificate before taking the exam.

Phoenix TS is an authorized testing center for Pearson VUE & Prometric exams. Register for the exam by visiting the Pearson VUE and Prometric websites or call us at (240) 667-7757.

Register for Class

Date Location
06/18/19 - 06/20/19, 3 days, 8:30AM – 4:00PM Denver, CO Sold Out!
11/18/19 - 11/20/19, 3 days, 8:30AM – 4:30PM Tysons Corner, VA Register
11/25/19 - 11/27/19, 3 days, 8:30AM – 4:30PM Columbia, MD Register
11/25/19 - 11/27/19, 3 days, 8:30AM – 4:30PM Online Register