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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ABOUT Dereham

Located in the English county of Norfolk, Dereham is situated on the A47 road.The civil parish with an area of 21.51 km2 has a population of 18,609 as of 2011. Dereham is administered under the district of Breckland. The town of Dereham is different from West Dereham which lies 25 miles apart.

Early history

The town of East Dereham has a Neolithic history. This is indicated by the findings that the archaeologists uncovered in 1986. A greenstone axe head of the Neolithic period was found near Dereham. Findings included some tools and flint scrapers. Also found in the nearby fields were worked flints in the 1980s. Evidence of the existence of civilization during the Bronze Age also was found in 1976. Burnt flints from a potboiler were excavated from one site and another burnt mound site was also discovered in 1987.

In 2000, finds were discovered that belonged to the Iron Age. Earlier in 1983 pottery sherds were also found by field walkers. It is believed that the Roman Road that linked Brampton with Fen Causeway passed through Dereham. Some pottery and furniture of those times have also been excavated from the nearby fields.

The town may have got its name from a deer-park in the town even though it is believed that Dereham existed prior to the Saxon era even.Saint Wihtburh, daughter of the King of the East Angles, became a monk after seeing a vision of Virgin Mary and founded a monastery there in the seventh century. Edmund Bonner was the Rector for Dereham for a period of around four years from 1534-1538. A number of buildings that had stood in Dereham since long were destroyed in the fires that broke out in 1581 and 1659. Buildings that were not engulfed by the fires included the Bishop Bonner's cottage and the Church of Saint Nicholas'. Before being taken over by Queen Elizabeth I, Dereham’s administration fell to the Abbots initially and then the Bishops of Ely.

Napoleonic Conflict

The Dereham Church’s Bell Tower was used, in the late 1700’s, as a jail for French prisoners. A French Officer, Jean de Narde, on 6 October 1799, tried to escape from the tower but due to the presence of the guards,  he hid in a tree. He was spotted and asked to surrender. When he did not surrender, he was shot dead. Jean de Narde lies buried in the churchyard even today. A memorial stone was erected in 1858 on his grave which bears the engraving"Once our foes but now our allies and brethren." A documentary that goes by the name of  "Once our Foe - The shooting of Jean DeNarde" tells the same story.

Sport and leisure

As of now the earlier areas, which either fell under the railways or the industries, are now being used for leisure or sports purposes. Today the Dereham Leisure Centre, which is built on the remains of old railway locomotive depot, includes the following facilities:

  • a swimming pool,
  • facilities for dancing and sports
  • a gymnasium

The Dereham recreation ground provides the citizens with open-air tennis courts, skate park and equipment for the kids to play various games. Tenpin bowling alley is also offered in Strikes.

The Dereham Town F.C which plays at the Aldiss Park is a Non-League football club. The Dereham Rugby Club play in the Woodfordes  League at the Moorgate Road.Dereham also has its team of cricket and hockey. They are Dereham Cricket Club and Dereham Hockey Club respectively.

Attractions :

Some of the known buildings in the town of Dereham include :

  • Bishop Bonner's Cottage
  • A Windmill
  • A Water Tower shaped like a mushroom
  • The Gressenhall Museum of Rural Life
  • The Mid-Norfolk Railway headquarters

Notable people

Notable people from Dereham include :

  • Brian Aldiss - Novelist
  • George Borrow - Author
  • Harry Cripps - Footballer
  • William Cowper – Poet
  • William Hyde Wollaston - Scientist
  • Reverend Lionel Fanthorpe - Priest and entertainer
  • George Skipper - Architect
  • Beth Orton - Singer

 

                                                             

Overview of ITIL® 2011 Edition

Information Techno...