Glenfis Trainings on

ITIL® Service Operation Edition 2011  [P-ITSO3 ]


Course topic

The service operation phase includes practice in the management of service operation. Here is an ‘end-to-end’ is applied from the users' perspective of the service. This approach safeguards the efficient and effective operation, support and maintenance of IT services. The central topic of the service operation seminar is the processes and -features that apply in this phase.

This seminar is accompanied by an internally-developed case study to prepare the students for the practice-based exam.

Focal areas include the objective and purpose of service operation, and the principles, processes, activities, functions, supporting technologies, as well as an understanding of implementation.

Training Objectives

  • Introduction to service operation
  • Service operation principles
  • Service transition processes
  • Technology-related activities
  • Organisation of service operation
  • Technological considerations
  • Implementation, challenges, risks

Training Preconditions

Participants of this seminar need the ITIL® Foundation Certificate Edition 2011

Target group

  • Participants with the ITIL® V3 (or Edition 2011) foundation certificate and who want to consolidate the approaches of service management best practice.
  • Participants working towards a deeper understanding of service operation.
  • Participants looking for to further their education up to ITIL® Expert or ITIL® Master.


ITIL® Edition 2011 Service Operation, awarded by Peoplecert und Axelos


ITIL® Service Operation folder including:

  • Slide Show
  • Student Workbook
  • ITSM & CMDB overview poster
  • ITIL® Acronyms and Glossary

Book: ITIL® Service Operation Edition 2011 Core Book


ITIL® Glossary


An internal seminar is possible, from at least six persons

Can be done with the following simulation programm:


Early birds rebate

If you book your course more than 4 months in advance you will get a rebate of 10% on the course fee.

Volume discount

Motivate your colleagues. Already with 3 people in the same course and simultaneous registration we grant interesting discounts on the course fees:

  • 3 persons on the same course date 10%
  • 4 persons on the same course date 15%
  • 5 persons on the same course date 20%

The discounts are not cumulative - it is always the highest that counts.

Queries about this seminar or a request for proposal for an in-house seminar:

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