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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Reach us at 0121 368 7851 or info@msptraining.com for more information.

ABOUT Worcester

Worcester is a town in Worcestershire, England. It is a non-metropolitan country. It is a junction point for Gloucester and Birmingham. It is a non-metropolitan district. River Severn flows to the west of the town Centre. The Population of the region is nearly 1 lakh. During civil war era, the Battle of Worchester was the last and most deadly war in the region. The famous composer Edward Elgar also belongs to this place. The world oldest newspaper Berrow’s Worchester journal is published here.

History

Roman Ryknild Street was a trading route in New Stone age. During the 3rd century, most of the Worchester area lost to Roman Empire. Some area had become useless because of the silting of Diglis Basin. It also impacted the industrial production. St. Helen’s is the famous church of the region. The major devastation of the town did happen in 1041 after rebellion for taxation. The cloth industry boomed during the medieval era where 10000 population approximately shifted to this industry and ultimately hub for the corporate world. Worcester was the place of war when Charles II tried to regain the territory. Again he lost. Finally, he escaped to France to save his life. Worcester always fought for a parliamentarian form of government. During late 16th century, the Severn’s river banks got burst and it leads to heavy loss of property. During Second World War time, the role of the city was very prominent. It was termed as the safest evacuation route in case of the German forces invade. The Royal Worcester porcelain company puts off its services in 2009. The medical museum ‘’Infirmary’’ is constructed from old wards infrastructure in 2012.

Governance

Till 2007, the conservatives had control over the council. They lost the control after losing by-election seat to the Labour party. Still, they are leading in councillors numbers with 17 seats out of 35. But it has been Worchester city council that is looking after its administration. Robin Walker of the conservative party is the current MP of this region. The local government structure is formed as a non-metropolitan council.

Climate

It has a mild climate with warm summers and mild winters throughout the year. It also encounters with extreme climatic conditions. The floods came in subsequent years. In the year 2009-2011, it encountered with sub-freezing temperatures and massive snowfalls. The average rainfall of this region is below 600 mm.

Demography and religion

The last population census was done in 2001. Most of the population is white and a large section of society follows Christian religion which accounts 79% of the population. 21% of the population does not follow any religion. Others religions have percentage below 2. The minorities include Bangladeshi, Chinese, Indian, Pakistani and others. This small population makes the diverse group of religious people.

Economy

The economy is favourable to many light industries. During the industrial revolution in 18th century, it got pace in the development project. The glove industry is the suitable example which is accelerating at a constant pace. Other are engineering products, machinery tools, sauce industry and shopping centres.

Transportation

The longest path of the Worcester is M5 Motorway that runs to the north-south corridor. The city is situated at junction 6 and junction 7.  A car traveller can easy access to rest of the region. The capital city is just 118 miles far from it. There are two famous stations of the region i.e Worcester Foregate Street and Worcester Shrub Hill. First Midland Red is the main service provider of the city. There are also a few smaller operators. The major airport near to the city is Birmingham Airport. Another important airport is Gloucestershire Airport.

Overview of ITIL® 2011 Edition

Information Techno...