ITIL® Service Lifecycle Service Operation

Explore the activities, functions and techniques used in Service Operation

ABOUT THE PROGRAM

MSP Training introduces ITIL® Service Lifecycle- Service Operation course that provides comprehensive knowledge regarding the areas of the ITIL® Service Lifecycle to prepare the delegates for ITIL® Service Lifecycle- Service Operation exam that leads to Service Operation Certification. In ITIL® Foundation part, the delegates will get to know about the basic concept, terminology, processes and principles used in Service Lifecycle.

  • PeopleCert accredits all courses of ITIL®

  • MSP Training provides training at an affordable price

  • Get to know about the policies and principles for managing organisational services

  • We are trusted by leading brands

  • Delivered by ITIL® Certified instructors in luxury venues

WHAT'S INCLUDED ?

Find out what's included in the training programme.

Includes

Certificate

Delegates will get certification of completion at the end of the course.

Includes

Tutor Support

A dedicated tutor will be at your disposal throughout the training to guide you through any issues.

Includes

Key Learning Points

Clear and concise objectives to guide delegates through the course.

Includes

Exam(s) included

Exams are provided, as part of the course. Obtaining certification is dependant on passing these exams

PREREQUISITES

The professionals who want to attend ITIL® Service Lifecycle- Service Operation course must hold ITIL® Foundation Certificate.

TARGET AUDIENCE

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

  • IT Professionals
  • Database Administrator
  • Service Desk and Incident Manager
  • Security Administration
  • Network support and security manager

WHAT WILL YOU LEARN?

  • Learn to detect and decrease incidents at early stage
  • Identify how Service Operation interacts with other phases of Service Lifecycle
  • Learn the importance of service management as a practice concept
  • Determine the framework and various processes involved in Service Operation 

Enquire Program

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PROGRAM OVERVIEW

ITIL® Service Lifecycle- Service Operation course concerns with the operational activities, processes, principles and functions that are required to manage the performance of organisational services. During the training, our certified trainer will provide knowledge of framework by using which the activities should be carried out while the operation of services. This training is very beneficial for those who are involved in such activities.

 Exam

To Measure the knowledge attained by the delegates in training. An exam is conducted at the end of training. Each delegate has to go through the examination in order to get certified. The exam will have the following pattern:

  • 8 Multiple Choice Questions
  • Exam Duration- 90 minutes
  • 70% marks are needed to clear the exam that is 28 out of 40
  • It will be closed book exam

 

*After completing 2 days of classroom training and successfully passing your Foundation Exam, the third day of this course is a flexible exam preparation day to complete at your convenience in order to prepare you to take and pass your exam online.

We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.

Benefits of online exams include:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Take your exam at your home, office, or work when you are ready

PROGRAM CONTENT

Introduction: Service Operation Practice

  • Define Service Operation
  • Context of Service Operation in service lifecycle
  • Fundamentals and business value of service operations

Service Operations Principles

  • Maintaining in-service balancing activity
  • Service Operation: Input and Output
  • Operational health
  • Documentation and Communication

Introduction: 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: Incident Management Process

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

Introduction: Problem Management Process

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

Introduction: Requirement Fulfilment Process

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

Introduction: Access Management Process

  • Define Access Management
  • Key Concepts and Terminologies
  • Policies and Principles
  • Methods and techniques
  • CSFs and KPIs
  • Risks and Challenges

Introduction: Service Operation Activities

  • Define Service Operation Activities
  • Control and Monitor
  • IT Operations
  • Management and Support of Server and Mainframe
  • Managing Network
  • Storage and Archive
  • Database Administration
  • Directory Services Management
  • Desktop and Mobile Device Support
  • Middleware and Internet Management
  • Facilities and Data Center Management
  • Enhancement of Operational Activities

Introduction: Service Desk Function

  • Define Service Desk Function
  • Organisational Structure
  • Roles and Objectives
  • Outsourcing the Service Desk
  • Supporting the Service Desk

Introduction: Technical Management Function

  • Overview Technical Management
  • Roles and Objectives
  • Measure Technical Management
  • Management Documentation
  • Roles supporting Technical Management

IT Operations Management Function

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

Applications Management Function

  • Define 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 Concerns

  • Generic Technology Considerations
  • Technologies for managing Event
  • Incident Management Technologies s
  • Technologies for managing Problem and fulfilling request
  • Techniques for Service Desk and Access Management
  • Change Management in Service Operation
  • Planning and Implementing Service Management Technologies
  • Challenges of Service Operation
  • Service Operation and Project Management
  • Assess, Manage and Control Risk
  • CSFs of Service Operation
  • Risks of Service Operation

ITIL® Service Lifecycle - Service Operation Enquiry

 

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Reach us at 0121 368 7851 or info@msptraining.com for more information.

ABOUT Bolton

Bolton is a town under the administration of northwest region of Great Manchester, England.  Earlier it was known as Mill town. It is famous for textile Centers during the 14th century. The Flemish weavers boosted this industry with their good skills in the field. They introduced best quality cloth. They exported weaved cloth to whole Europe. During 1929, the number of cotton mill went to 216 by cutting the mustard in this sector. Wool and Cotton weaving tradition boom at the same speed. The population of the town is 1.5 lakh whereas the urban town has a population of 2 lakh 70 thousand. An unfortunate incident associated with its history where hundreds of people were killed and others got homeless. Some of them were put inside the prison. Bolton Wanderers is the famous football club of the region. The native people follow this game with full zeal. A great wrestler, world heavyweight champion and a lot more Amir Khan were born on this land.

History

The name is derived from Ancient English word i.e. both-tun. This city got the best motto i.e. overcome difficulties. As the city people had seen so many tough days in the past, now they are well groomed to face all such problems. It is of either nature such as natural, social or economic. The earlier history of the town started with civil wars among various ethnic groups of the region. The throne of the region shifted to various leaders from time to time i.e. Roger de Poitou then to Roger de Meresheys and followed by Pilkington’s. English Civil war leads to the demand of parliamentarian type of government but unluckily, it was not supported by all walk of society and it leads to few deadly attacks.

Governance

The 18 towns of Bolton divided by the River coral. Prominently, it divided into little Bolton and great Bolton. It is the parliamentary type of government. Bolton east and Boston west are two constituencies. Further, Bolton east divided into Bolton northeast and Bolton south east. There are total 60 councillors in 20 wards with 3 councillors in each ward.

Geography and Demography

It is northwest of England and near to West Pennine Moors. The Manchester city is also near to it. It is located in the middle of the low hills. Because of the hills, it has been protected from the fast winds and generally gets low rainfall. During the summer season, the rainfall is slightly high. Most of the people born in England. The white people are in majority with 83%. The Christian religion is followed by maximum people.

Economy and Transport

The heavy industry drastically shifted towards services industry. Around 37% population is under full-time employment.  4.2% do not get jobs. It is also a centre for the missile production aerospace. Reebok, the famous clothing brand has headquartered in this city. There is a number of projects that have been allotted and finalized by the government from 2017 to 2027. The Bolton innovation zone gets the lion’s share in the development Project. It is well connected with all the national routes. The South to North corridor is connected with A6. M61 is the junction point for 3 different directions of the town.

Sports and Education

Bolton Wanderers F.C is the famous football club. Other famous sports such as Hockey, Rugby, Cricket, Baseball and Speed Way Racing also followed with the same zeal. Started in the 15th century, Bolton school has been giving its services as a grammar school boys. Later, a new free grammar school opened. Both merged after 15 years and now recognised as one.

Religion

As per the 2001 census, 75% people of Bolton borough follow Christian religion. Other communities are Muslim, Buddhist, Hindu, Jewish, Sikh and their percentage is written in descending order as per above-mentioned names. About 9% people have no religion.

Overview of ITIL® 2011 Edition

Information Techno...