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 

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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 Peterborough

Located in Cambridgeshire, England, on the River Nene, Peterborough had a population of 183,631 as of 2011. The city is decorated by its castles.Lying around 74 miles north of London, the city has been a part of Northamptonshire for a long time. The railway station at Peterborough that lies on the East Coast Main Line between London and Edinburgh, is considered to be a significant stoppage.

At some places, Peterborough lies below sea level while at others it is seen lying on a flat land. Archaeological finds reveal the existence of human beings at the Peterborough location even before the Bronze Age. During the Anglo-Saxon period, monasteries started springing up with one of them being the Medeshamstede monastery. The Peterborough Cathedral is the new name for the same monastery.

With the arrival of the railways in the 19th Century, the population of Peterborough started to grow. Industrialization also saw a steep rise with the arrival of railways. Peterborough developed as a centre of bricks manufacturing. It was in the mid-20th century that the development of Peterborough came to a standstill and remained so till 1960’s. This was mainly due to the Second World War.

Now, the Peterborough administration is having plans that will provide better facilities to the citizens such as housing, health, road and other means of transport. A sum of around £1 billion is being spent on the redevelopment of the city and its neighbours.

Sports :

Peterborough has teams for various games such as American and Australian rules football athletics, cricket, football, hockey, ice hockey, rowing, and rugby. Between 1906 and 1974, Northamptonshire has been home to some home games of the city in various games.  The Peterborough Hockey Club and the Peterborough Town Cricket Club use the Westwood ground to play their home games in this city.

Notable people:

Some of the most notable people were born in Peterborough. They include:

  • George Alcock - An astronomer
  • John Clare – Poet
  • Christopher Perkins – artist
  • John Payne – A noticeable Catholic martyr
  • Sir Henry Royce – Known as the co-founder of Rolls-Royce he was also the first Baronet of Seaton, and an engineer as well.
  • John Hill – Author, Actor and Physician
  • Frank Horrabin - A socialist writer cum illustrator
  • Dr Richard Cumberland – Philosopher
  • Hereward the Wake - an outlaw

Musicians

  • Sir Thomas Armstrong – The Royal Academy of Music designated Armstrong as the Principal of the academy.
  • Andy Bell - pop band Erasure’s lead vocalist
  • Paul Nicholas - actor and singer

Media

  • Claudia Katz Minnick – famed for "Spider-Man" where she played Robbie's Assistant, "The Black Dahlia" (Frisk Bartender) and "Ouija" (Mother)
  • Simon Bamford – The 'Hellraiser' franchise
  • Adrian Lyne – Fatal Attraction, Oscar-nominated director
  • Sarah Wood - television presenter
  • Jake Humprey – Presenter with BBC Formula One
  • Adrian Durham - football journalist, presenter on Talksport radio
  • Brian J.Ford - Broadcaster, Biologist and Author

Sporting World Personalities

  • David Bentley – Footballer with Tottenham Hotspur and England
  • Craig Jones - Motorcycle Racer
  • Louis Smith – A gymnast from the United Kingdom who won an  individual Olympic medal in the last hundred years first of all
  • Isaiah Brown – Football player with Chelsea

Town Twinning :

To promote friendship among various troubled nations after the Second War, Europe adopted the method of town twinning. Its main purpose was to spread greater friendship and harmony among the different European cities. Town twinning is an agreement to help in the various activities and projects that are organised by the communities of both the countries. This also leads to the development of lifestyle, historical, and cultural similarities and differences. The various town with which Peterborough has twinning are listed below:

  • Spain - Alcalá de Henares, 1986
  • France - Bourges,1957
  • Italy - Forlì, 1981
  • Germany -Viersen, 1981
  • Ukraine - Vinnytsia, 1991

Overview of ITIL® 2011 Edition

Information Techno...