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Effectively manage IT Services with ITIL® Intermediate Service Operation Training!

ITIL® Intermediate Service Operation Online (SO) Certification Training

Effectively manage IT Services with ITIL® Intermediate Service Operation Training!

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Instructor-Led Online Training

  • 16 Hrs Training
  • 2 Mock Tests
  • Experienced Trainer
  • Exam Preparation Tips
  • 24x7 e-Learning Access
  • Training Certificate
$ 425
Training Schedule
Start Date End Date No. of Hrs Time (IST) Day  
28 May 2022 11 Jun 2022 16 06:00 PM - 09:00 PM Sat, Sun
11 Jun 2022 25 Jun 2022 16 06:00 PM - 09:00 PM Sat, Sun
25 Jun 2022 09 Jul 2022 16 06:00 PM - 09:00 PM Sat, Sun
09 Jul 2022 23 Jul 2022 16 06:00 PM - 09:00 PM Sat, Sun

Schedule does not suit you, contact us now!    |    Want to take one-on-one training, contact us now!

Course Overview

ITIL®, a universally accepted framework, outlines the best practices for  IT Service Management. It allows organizations to effectively manage IT services according to the business needs.

There are four levels of qualification within the ITIL® scheme namely, the Foundation level, Practitioner level, Intermediate level, Expert level and Master level. The ITIL® Intermediate level qualification is divided into Service Lifecycle and Service Capability modules. The Service Lifecycle further comprises of 5 modules, and Service Operation (SO) is one of them. Also, each module suggests a different methodology to perform IT Service Management. Multisoft Virtual Academy provides ITIL® Intermediate Service Operation Training.

This ITIL® Intermediate online training module concentrates on the principles, processes, operational activities and functions that empower individuals with the capacity to successfully manage products and performance of services. Also, it covers all the management and operational tasks related to the coordination and execution of services developed during the Service Strategy, Design and Transition phases of the IT Service Lifecycle.

Achieving the ITIL® Intermediate Service Operation certification provides candidates with 3 credits. In order to progress to the Expert Level, individuals need to fulfill the credit criteria as prescribed on the ITIL® website. After the successful completion of this training, individuals can aim for the ITIL® Expert level, followed by the Master level.

Course Contents

Course ContentDetailed Course Topics
  • Goals and Objectives
  • Organizational issues related to function, group, team, department, division and role
  • Balance in Service Operation
  • Concepts
  • Service Operation principles in Service Design and Service Transition phases
  • Operational Health
  • Communication in Service Operation
  • Documentation in Service Operation

Target Audience

  • To be able to qualify for the ITIL® Intermediate training and certification, individuals must hold the ITIL® Foundation certification
  • The ideal candidates for this training include those working as Security Administrator, Database Administrator, Applications Support, Release Manager, IT Operations Manager, Problem Manager, Network Support and Security Manager, Service Desk and Incident Manager.


  • After completing the ITIL® Intermediate Service Operation Training, candidates are eligible to appear for the Service Operation Examination by AXELOS®, Global Partner Programme.


What is ITIL® Intermediate?

Following ITIL® Foundation, ITIL® Intermediate level qualification is the next stage in ITIL® Scheme. The Intermediate level is composed of an integrated structure with each module providing a different focus on IT Service Management. Split into 2 areas - ITIL® Service Lifecycle (3 Day Modules, 3 ITIL® Credits) and ITIL® Service Capability (5 Day Modules, 4 ITIL® Credits), the Intermediate modules go into more detail than the Foundation level. A minimum of 22 credits are required to aim for the ITIL® Expert certification, i.e. the next stage after Intermediate.

What is ITIL® Service Lifecycle and what are its different stages?

ITIL® takes a Lifecycle approach to provide best practice guidance to the IT Service Management. There are basically five stages in the ITIL® Service Lifecycle: Service Strategy (SS): The strategy phase provides guidance on how to develop, design and implement IT Service Management. Under this stage, principles underpinning the practices of service management are useful for developing service management guidelines, processes and policies across the ITIL® Service Lifecycle. Service Design (SD): The second phase of the Service Lifecycle ensures guidance on how to develop and design services and IT Service Management processes that support the service strategies already initiated and developed. Service Transition (ST): The Service Transition phase teaches IT professionals along with their business associates to manage all the streamlined changes in an efficient and productive manner. Under this phase, strong emphasis is laid on an efficient and effective transition of new and changed services into operations without interrupting other processes or services. Service Operation (SO): The activities and processes under this phase ensure that services are delivered to the end user at the agreed upon levels with minimal disruptions and interruptions. The goal is to keep things running smoothly, efficiently, reliably and cost-effectively. Continual Service Improvement (CSI): There is always a room for improvement and development in IT Services, even if nothing changes in an organization. Continual assessment is the basic necessity to understand, where improvements can be made. ITIL® CSI training can help learners to identify where these possibilities for improvement and progress are.

What are ITIL® Intermediate prerequisites?

To prepare for ITIL® Intermediate Certification, participants must meet the following requirements: • Attended training from an Accredited Training Organization (ATO) such as Multisoft Virtual Academy • Hold the ITIL® 2011 Foundation Certificate or the ITIL® v2 Foundation plus Bridge certificate • 2-4 years of professional working experience in IT Service Management is highly desirable

What if I don’t have ITIL® Foundation Certificate?

Holding the ITIL® Foundation Certificate is mandatory for taking the ITIL® Intermediate Service Operation Exam. You can achieve both the certifications (Foundation and Intermediate) by registering with Multisoft Virtual Academy. Write to us at

Who all can attain ITIL® Intermediate Certification?

An IT professional, who is directly or indirectly involved in ITSM can gain value from ITIL® Intermediate: • Individuals who have attained the ITIL® Foundation Certificate and wish to advance and specialize in specific service management areas • CIOs, CTOs, Managers, Supervisory Staff, Team Leaders, Designers, Architects, Planners, IT Consultants, IT Audit Managers, IT Security Managers and ITSM trainers. • IT professionals in an organization who have adopted ITIL® and need to be informed about on-going service improvement programs. Read on ITIL® Certification: Key for Professional Growth in IT to know how ITIL® benefits professionals globally.

Which Intermediate Modules relate to which common ITSM issues?

Common ITSM Issues Aligned Course
Misalignment Between IT and Business Service Strategy or Service Offerings & Agreements
IT is Considered Poor Value for Money Depends on the source of issue – Service Offerings & Agreements
Over-focus on Functionality Service Design or Planning Protection & Optimization
Poor Change Management Service Transition or Release Control & Validation
Too Many Incidents and Problems Service Operation or Operational Support & Analysis
Problems using External Suppliers Service Design or Planning Protection & Optimization

Which ITIL® Intermediate Module should I choose?

On the basis of an individual’s role, responsibilities and career aspirations, some modules will be more essential than others. For instance, the Service Strategy Lifecycle module will be essential for a Portfolio Manager owing to its grounding in Service Strategy & Portfolio Management. Additionally, both lifecycle and capabilities streams have different target audiences, despite an overlap of content. Please write to us at to know which module is the most relevant for you.

What is ITIL® Service Operation?

ITIL® Service Operation module is one of the qualifications within the ITIL® Service Lifecycle work stream. More emphasis of this module is laid on processes, principles, operational activities and functions that enable organizations or professionals to successfully manage their services and products platform.

What are the benefits of ITIL® Service Operation?

Illustrated below, are the ITIL® benefits within Service Operation: • Scalability – Easily adapted by organizations of all sizes • Reduction in costs – Reduces the overall cost of managing services • Improved quality – Implements sound management practices to improvise quality • Alignment to standards – Well aligned to the ISO/IEC 20000 Standard for Service Management • Return on Investment (ROI) – Assists IT organizations to demonstrate their return on investment and measurable value to the business. • Seamless sourcing partnerships – provides a common practice base for improved service chain management

What are the objectives of ITIL® Service Operation?

The basic objective of ITIL® Service Operation is to coordinate and carry out the processes and activities required to manage and deliver services to business users and customers at agreed levels. The Service Operation module is also responsible for ongoing management of the technology, used to deliver and support services. Other objectives include: • Responsive stable services • Robust end-to-end operational practices • Execution of processes and services • Responsive and operational validation • Process and Service excellence

What are the various ITIL® Service Operation processes?

Effective Service Operation depends on several processes and activities, including: • Event management • Incident management • Request fulfillment • Problem management • Access management Visit the official website of Axelos to get the details about all processes and activities of ITIL® Service Operation.

What is the scope of ITIL® Service Operation for an organization?

ITIL® Service Operation is the stage where the plans, designs and optimizations are measured and executed. From a client’s perspective, Service Operation demonstrates the value of services. • Scope of Service Operation:Services • All activities are associated with operational services, regardless of whether they are executed by the service provider, or by users and customers. • Service management processes • Operational aspects of all processes are managed properly, irrespective of the part of lifecycle they originate from (e.g. operational aspects of capacity and availability management). • Technology • Management of the technology delivering the services becomes easier.

Are there any risks of implementing ITIL®?

There are a lot of misconceptions about ITIL®. Read on ITIL® Myths & Misconceptions to know the real essence of ITIL® for a professional and an organization.

Which ITIL® qualification has changed the most?

The Service Strategy (SS) publication has undergone the highest amount of change, compared to the other four publications. The concepts themselves are basically the same but are now enhanced with more examples and have been reorganized to some degree. However, the corresponding syllabus still focuses on the key principles of the SS lifecycle stage.

What is the ITIL® Intermediate examination format?

For ITIL® Intermediate Certification, there is a closed-book multiple choice exam comprising 8 questions. The candidate gets 90 minutes to complete the exam. To pass the exam, one needs to score 28 points (70%) or more. Each question has four answer choices. Candidates who select the closest answer are awarded the highest points, i.e. 5. Those choosing the second best will get 3 points and for the third best answer chosen, 1 point is awarded. No points are credited if the candidate chooses the last best answer.

I am ITIL® Foundation Certified. Are there any other qualification levels I need to crack for being an ITIL® Master?

ITIL® certification stands as a quality seal for IT Professionals. If you are ITIL® Foundation Certified, you need to mandatorily appear for Intermediate and Expert level examinations before nailing the certification for ITIL® Master. The ITIL® Practitioner level is available as a bridge between Foundation and Intermediate levels, however it is not compulsory for candidates to be Practitioner certified before aiming for ITIL® Intermediate.

How long are the ITIL® qualifications valid for?

ITIL® qualifications never expire and are not valid for any defined period.

Is ITIL® 2011 an update or an entirely new version?

ITIL® 2011 is an update, not a new version. Updates to the publication are designed to: • Address suggestions for change made by the training community to make ITIL® easier to teach • Resolve errors and inconsistencies in text, diagrams, both in content and presentations • Improve the publications by addressing issues raised in the Change Control Log, as analyzed and recommended by the Change Advisory Board (CAB) and approved by the Cabinet Office, part of HM Government. These are largely to do with clarity, consistency, correctness and completeness. For details about Service Strategy publication, refer to AXELOS website.

Substantiate the difference between ITIL® v3 and ITIL® 2011?

The most current iteration of the ITIL® core publications is ITIL® 2011. The ITIL® 2011 books replaced ITIL® v3, originally published in 2007. For this reason, the two versions are sometimes referred as "ITIL®v3:2007" and "ITIL® v3:2011". No new content has been introduced in ITIL® 2011 books; rather improvisation has been made on the existing ones. There has been more consistency across the library with better examples, additional process flows and diagrams. ITIL® 2011 is the only version of the ITIL® Foundations Exam that is currently available.

Will the ITIL® 2011 update benefit the end user?

Undoubtedly, the updated publications will be quite easier to read and understand, having addressed errors and inconsistencies, and issues rose in the Change Control Log and by the training community. Abiding by the project’s primary objective to respond to users’ feedback and requirements, the updated version ensures to provide an improved product.

Should I take the ITIL® Foundation and ITIL® Intermediate exam now or should I wait until more changes are beings published in 2011 version?

Any candidate who is currently preparing to take the examination should take it now and not wait until the update has been published. In accordance with the scope for the update, core ITIL® principles and process areas will not change significantly, so candidates’ understanding of the ITIL® principles will be the same regardless of when they take the exam.

How can I keep myself up-to-date with all ITIL® developments?

Multisoft Virtual Academy works on providing you summary of updates about courses that you prefer to study. Simply register at: and get in touch with our expert Program Managers, who entertain all your queries; thereby, delivering best solutions at your time, your place, your pace.

What learning benefits can I get from Multisoft Virtual Academy’s Training Program?

As part of the training program for ITIL® Intermediate, participants are credited with the below learning benefits. Candidates will be able to understand the: • Key principles and models of ITIL® 2011 • Service Lifecycle Approach • Purpose, objective and scope of Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement • Generic concepts in ITIL® 2011 • Best practices of IT Service Management • Processes, roles and functions in ITIL® 2011

How can I check that I am well-prepared and set to nail the ITIL® Intermediate Certification Exam?

Assessments, mock tests, assignments and multiple practice questions are available in the data bank to ensure that our students ace in the very first exam attempt. Project your level of knowledge and areas of improvement @ These mock tests are time-based that are available on the Learning Management System (LMS). At the end of each test, the LMS provides students with the correct answers and their explanations. Moreover, a detailed report shows the complete analysis of your proficiency and areas of development.

What learning elements are included in ITIL® Intermediate course?

Multisoft’s ITIL® Intermediate Online Training program includes the below learning elements: • 16 hours Instructor-led Online Training • Mock Tests • 24x7 e-Learning Access • Certified Trainer • Exam Preparation Tips • ITIL® Intermediate Certification from AXELOS®* Certification will be for the ITIL® Intermediate module the candidate registers for.

Can my company be ITIL® certified?

ITIL® is an individual qualification. You can get your professionals trained online, for ITIL® Foundation or ITIL® Intermediate Certification Exam, with Multisoft Virtual Academy that is an AXELOS Accredited Training Organization (ATO)

Why you should I Multisoft Virtual Academy for my Online Training Program?

Multisoft Virtual Academy is a 360° learning solution that is a boon to learning enthusiasts in the modern world. The academy is visualized as a large basket of technologies where all the elements of learning are put together; however leverage to define the process is in the user’s hands, according to his/ her convenience. Moreover, the LMS (Learning Management System) provided by Multisoft Virtual Academy is its USP that makes it stand out among others. Not to forget, Multisoft has the Authorized Training Partnership with leading organizations, including Microsoft®, Oracle®, Cisco®, Intel, Red Hat, PMI®, IIBA®, Siemens, ISTQB®, PTC, Bentley and many more. Some of the salient features of Multisoft’s online training are: • Live Instructor-led Online Learning • Experienced and Certified Trainers • Collaborative Platform • 24/7 E-Learning • Assessments & Mock Tests • Score Analysis • Endless Choices • Corporate Solutions & onDemand Training Read our testimonials to know why students prefer us.

Where and how can I access the e-learning content? Are there any limitations?

With Multisoft’s 24*7 self-paced learning program, you can have 24/7 access to the e-learning content on our website once you enroll with us for a course by paying the course fee. For further details, please write to us @

I am not able to access Multisoft’s Online Training course. Whom should I contact for assistance?

Please write to us @ or chat with us now for an instant solution.

Do you provide any course completion certificate?

Yes! We do provide a course completion certificate after you successfully complete the training program from Multisoft Virtual Academy.

I am a working professional and none of the batch timings are suitable for me. Can Multisoft be of some help?

You can opt for our Instructor-led Live Online Training Sessions and get your access to an interactive communication platform that complements our expert trainers’ skills by providing them intuitive tools to share documents, videos, applications and desktop in real time. Individuals who are looking for undivided attention from our experts can opt for our One-on-One Mentorship program.

For complete details, please visit us at or write to us @

Is the trainer certified?

Yes, the trainer at Multisoft Virtual Academy possesses an extensive corporate experience in driving business transformation activities and system improvements. With more than 20 years of experience in IT Service Management, our Expert chose to move to education to help professionals in becoming competent. For more details, please visit

How would ITIL® training from Multisoft help me?

Multisoft is an AXELOS® Accredited Training Organization. After completing the ITIL® Intermediate Service Operation Training, candidates are eligible to appear for the Service Operation Examination by AXELOS, Global Partner Programme.

Will Multisoft provide me with ITIL® Intermediate Certification?

Multisoft Virtual Academy’s training cost for ITIL® Intermediate includes the certification fee. After the completion of the training, Multisoft schedules the certification exam with PEOPLECERT®, which is the authorized examination institute for ITIL® exams. Our pass rate for ITIL® exams has been 100% consistently. In addition, participants are provided with the ITIL® Intermediate Training Certificate from Multisoft. For more details, please send us your query @

Can I register for programs if I am an international student?

Yes. This is because MVA programs are online and you never have to actually travel or sit as in a conventional classroom training program. Moreover, you can schedule your learning as per your convenience. Multisoft’s 360° learning solution and a 24*7 e-learning center provide you with relevant course material for nailing certification exams in an easier way.

What are the payment options?

If you wish to reserve your seat in any of Multisoft’s Online Training Programs, just click on the Enroll button that directs you to our online banking payment gateway. You may even contact our Program Managers and send us your query @ for specific details.

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