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 Sunderland

Sunderland is a coastal city lies at the mouth of the Wear River, around 80 meters above sea level. It is located in the centre of the City of Sunderland metropolitan borough, local government district in England with a population of around 174,286 according to 2011 census. It is situated about 10 miles southeast of Newcastle and 240 miles north of London. The River Wear flows through the centre of the town and divides in a deeply incised valley. The town’s name is originated from sundered land meaning land kept aside for a special purpose or land sundered. The evidence of three settlements found historically in a county in North East England or County Durham on the site of present-day Sunderland.

The area of Sunderland Monkwearmouth is located on the north bank of the Wear River and settled in 674 during the foundation of Jarrow Abbey by the Benedict Biscop. Another settlement Bishopwearmouth founded in 930, lies at the southern side of the river. The town developed as a port over a period and became famous for trading salt and coal. The construction of ships started on the river in the 14th century. With the passage of time, the port of the town absorbed Monkwearmouth and Bishopwearmouth by the 19th century. The town became the major centre for the automotive industry and the service sector. It has been suggested that the person who is born or lives in the town, sometimes known as Mackem. The concept came into existence in the late 20th century and not used until 1980.

History

The early inhabitants of the town were the hunter-gatherers during Stone Age. The remains of the period were found during the excavations of St Peter’s Church in Monkwearmouth including the artefacts and microliths. The area of Hastings Hill became a primary place of burial and central point of activity in the Neolithic period, the final phase of the Stone Age. In the pre and post-Roman period, the area was occupied by the Brigantes around the Wear River. During the Anglo-Saxon era, the town became an important centre of knowledge and learning and library with approximately 300 volumes was also located in the town.  

The long trench, a tactic of warfare was found as one artefact of the English civil war. In the 17th century, the three original settlements (Monkwearmouth, Sunderland and Bishopwearmouth) were integrated and known as Sunderland-near-the-Sea. The factors behind the incorporation included the construction of ships on the banks of the river, salt panning and success of the port of Sunderland. The construction of Sunderland barracks was completed in 1794. These barracks included the 80-bed hospital, soldier’s quarters and housing for 1528 infantry troops. The second iron bridge of the world was built in the town in 1796.

The town was severally affected by the major Indian epidemic Cholera, broke out in the town in 1831. The disease spread in other parts of the country resulted in the death of more than 32000 people. The town again suffered from the worst disaster of the Victoria Hall in 1883 leading to the death of 183 children due to lack of enough way to pass during a variety show. This led to the invention of the concept of push bar emergency doors. The economy of the town shifted to chemical and motor manufacturing after the fall of heavy industries in the early 19th century. The electric tram system arrived in the town in 1900, later on, these were replaced by the buses in 1940.

The town saw remarkable expansion in the shipbuilding business during the First World War and became the prime target of a Zeppelin raid in 1916. Approx. 2500 citizens of the town served in the armed forces during the war period. The town also attacked by the German bombers during the Second World War leading to the destruction of 4000 homes and death of 267 people in the town. The coal mining and shipbuilding industry declined and ended by the late 20th century resulted in the unemployment of the local workforce.

Overview of ITIL® 2011 Edition

Information Techno...