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ITIL® Service Lifecycle – Service Operation (SO) including exam


The Service Operation (SO) module focuses on the principles, processes, operational activities and functions that enable organisations and individuals to successfully manage how their products and services perform. These activities can also help improve their IT Service Management.

The SO module focuses on the coordination and execution of activities that enable the ongoing management and operation of the products or services developed or implemented during the service strategy, design and transition phases of the IT Service Lifecycle as well as any technology and support resources that are used to deliver them.

Understanding of Service Operation best practice enables organizations and IT teams to effectively sustain and maintain the products and services they develop and ensure that they provide efficient resources for their users.

Major Topics covered in this module include:

  • Service Desk
  • Applications Management
  • Technical Management
  • IT Operations Management
  • Incident Management
  • Problem Management
  • Event Management
  • Request Fulfillment
  • Access Management