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 Chatham

Chatham is a town located on the River Medway in North Kent, in South East England. It forms a large urban area known as the Medway Towns along with its neighbouring towns of Rochester and Gillingham. According to 2011 census, Chatham total population is about 76,792.. Chatham Dockyard, which was the birthplace of many famous ships including Nelson’s flagship HMS Victory, was a Royal Navy Dockyard situated on the River Medway in Kent and was established in the mid-16th century. Chatham Dockyard was closed in 1984, and following a closure, one part of the site developed as a commercial port and other parts were redeveloped for residential, and business purpose and some on some part Chatham Historic Dockyard museum was established. The main reason of reduction in importance of Chatham Dockyard was a reduction in Britain’s naval resources, and they moved to other locations. The town has road links, and the main interchanges for the area are railway and bus stations. Chatham has full pedestrianised high streets and the Pentagon shopping centre where many leading brands are available and is considered as the largest town centre for shopping. Chatham is also famous for Holcombe, which is the biggest hockey club in the country.

Government

As the Local government Act, 1972 implemented in the city, the borough status of the city got vanished. Since then it became the part of the Medway borough. Medway borough is a non-metropolitan district of Kent county. The name of Borough changes several time. Ultimately, the borough of Medway became unitary authority area, its administration got separated from Kent County. But for ceremonial purposes, they were recognized as a single entity. It comes under the jurisdiction of parliamentary constituency of  Chatham and Aylesford.  

Geography

Chatham is located near the junction point of North downs Slope meets with Medway River. Beyond the dockyard was marshy land which is now recognised as St Mary’s Island with several new improvements of housing estates. Till 20th century the south part of the borough was entirely rural having a large number of farms and tracts of woodland.

Landmarks

The Brook Theatre is a prosperous arts centre offering professional theatre, community productions and performances. There is one Nucleus Arts Centre located on the high streets where local artists develop and display their talents. Most of the Medway’s bus routes pass through Chatham Waterfront bus station, and the railway station is also within walking distance from the High Street.

Popular Culture

On a cultural level, Chatham is the main centre of numerous movements in art, literature and music. Medway Delta Sound emerged from 1977 until 1982, The Milkshakes, The Prisoners, The Dentists, The Singing Lions are some of the Medway Delta bands who gained international recognition. The Medway Poets were established in 1977; they performed on TV and Radio and at major literary festivals as well.  They became a significant influence on writers in the Medway Towns, but they disbanded in 1982

Transport

The Chatham Dockyard plus Medway had always played  significant role in communication. In past times, all the goods were transported to and from the area of Kent. These items include iron, timber, and stone on large scale from one point to another of city as well as outside it. Today, the barges is used only for holding tourist traffic. Now a days, one can easily access the yachts in the river .The constructions of the roads started in the romans era only. The city is recognized as Hub of Medway towns. This the main reason of the high traffic in the area. It is well known fact that traffic is a problem for many years. The roads of the city are sufficient to hold this much traffic. So, governments have started many schemes in tha past to solve this problem.

 

Overview of ITIL® 2011 Edition

Information Techno...