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 Newcastle

New Castle upon Tyne is the other prominent name of the Newcastle. The Edinburgh is 103 far from it, and the capital city is 277 miles from it. Among the northeast region, Newcastle has the huge bulk of the population and is the main region of Tyneside Conurbation. If we talk about the rank regarding population among the urban city of the United Kingdom, it stands at eight. It is also a member of the Eurocities network of European cities. Until 1400, it was an integral part of the county of Northumberland. Later on, it became county till the becoming part of the Tyne and Wear in 1974. Geordie is the regional dialect of the region. This dialect is also followed by near-by people in large extent. New castle University has attracted a huge bulk of students and giving its services in the city.

The city developed around the Pons Aelius, which is a Roman settlement. During the 14th century, the city wool industry boomed at a faster pace. With time this industry got another rival regarding Coal Mining Area.  The Port set up near River Dyne was also recognized at the Global level. The economy of the Newcastle includes digital technology, retail, tourism, cultural Centres and corporate headquarters. It all contributes £13 billion Gross Value Added in the economy of the country. New Castle is the famous football club that is followed by people of the region. The city also hosted the Great North Run, a half marathon in the past. It attracts approximately 58,000 runners each year

History

The history of the city started with the settlement of the Roman. After the Roman Empire, The city was ruled by the powerful Empire of Anglo-Saxon Kingdom of Northumbria. The infrastructure of the city was damaged after the deadly war between Anglo-Saxon and Danes. Throughout the middle ages, Newcastle acted as a fortress for the northern side of the England’s.  In the 13th century, a high stone wall was built around the town to protect the city from invasion. The King William the Lion was imprisoned in Newcastle during the late 11th century.

The setup of ship production unit and armaments became the main of the target of enemies during the second world war. There were a large number of the Air Strikes at that time that caused a huge loss to the infrastructure of the city. The expansion of the public sector of the city got expanded during 1960.

Climate and Economy

Owing to its closeness to Cold Ocean, The city experiences the coldest weather condition of the United Kingdom. In contrast with the current scenario, the region comes under the rain shadow of the North Pennines which ultimately makes it the driest region of the country. In opposite to other cities of United Kingdom, New castle has colder winters but cooler summers. The city geographical position is similar to the Southern Sweden and Copenhagen, Denmark

The new castle was also an important city for shipbuilding, engineering, manufacturing coal mining during 19th century Industrial Revolution. Whereas the second half of the 20th century faces a lot of downfall by heavy industries. The city has put a lot of efforts to improve and save the climate of the region.

Demography

As per the last survey that was conducted by ONS in 2015, the population of the city was around 2,94,000. The City also accommodate the largest student community owing to Northumbria. The major bulk of the students residing in the Heaton and Jesmond. The city has a maximum population of the Christian community, where 16% people do not follow any religion. The dialect of Newcastle People is commonly recognized as the Geordie. The health of people of this city is not good as per the previous records of the city.

Overview of ITIL® 2011 Edition

Information Techno...