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 Plymouth

Plymouth is a port city in Devon that also goes by the name of the Ocean City of Britain. The city is known for its narrow cobbled streets and a maritime heritage. Plymouth lies between the mouths of the two rivers  - Plym and Tamar – and hence its name. The first settlers had come to Plymouth in the Bronze Age. It was in 1620 that the Pilgrim Fathers departed from Plymouth in search of some New World. They established a new colony at the time known as the Plymouth Colony and later as The United States of America.

Plymouth grew during the Industrial Revolution as a Commercial Shipping Port. Imports and passengers both poured into Plymouth from the Americas. Plymouth was also using its ports to export minerals such as time, lime, china clay, copper and arsenic. In 1928 Plymouth achieved a city status when three of its neighbours also joined together under the same name. During the Second World War, Plymouth was a target for the Nazi forces as it sided with the Allied forces.

Governed locally by Plymouth City Council, the city is home to 264,200 people as per the data collected in 2016. The economy of Plymouth has for long been influenced by industries such as Ship-building and sea-faring, but since the 1990’s it is turning more towards the service-based industry. In the whole of Western Europe, Plymouth is home to the biggest Naval-base.

Plymouth 2020

In 2003, Plymouth Council started the "Vision for Plymouth" – a project for the development of the city of Plymouth.  The project aims to build shopping centres, an avenue as a part of the project and a cruise terminal. Another aim of the project is to increase the population to 300,000. 2004 saw the old Drake Circus being demolished and replaced by the Drake Circus Shopping Centre that opened in October 2006. In one of another project,  the Plymouth City Council's headquarters are to be shifted and the civic centre to be demolished. The demolished land of civic centre will be sold so as to generate revenue for building the new council headquarters.at the location where the Bretonside bus station is currently located. The Plymouth Pavillion arena is also up for demolition in one of the projects. This would be replaced by a new canal links from Millbay to the city centre.

People

People from Plymouth are known either as Plymothians or as Janners from somebody who hails from Devon. Devon stands for Cousin Jan( a form of John).

  • Sir Francis Drake, who was a navigator, was born in the town of Tavistock and also went on to become the mayor of Plymouth. He became the first Englishman to explore the entire world and came to be known as El Draco ("The Dragon") by the Spanish as he had raided many of their ships. He died in 1596.
  • Painter Sir Joshua Reynolds was born in Plympton, which is now a part of Plymouth. He went on to become the founder and first president of the Royal Academy.
  • William Cookworthy is known to have set up his porcelain business in Plymouth.
  • Benjamin Robert Haydon, an English painter, was born in Plymouth on 26 January 1786. Benjamin Robert Haydon was known for his grand historical pictures.
  • The person who was responsible for paving the way for Charles Darwin was born here. Known as Dr William Elford Leach, he was born at Hoe Gate in 1791 in Plymouth.
  • The two artists Beryl Cook and Robert Lenkiewicz lived in Plymouth. Beryl Cook was known for his paintings that depict culture. Robert Lenkiewicz was known to paint themes of vagrancy, sex and suicide. He lived in Plymouth for around 42 years until his death in  2002.

Overview of ITIL® 2011 Edition

Information Techno...