ITIL® Service Lifecycle Service Operation

Explore the activities, functions and techniques used in Service Operation


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.

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  • 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


Find out what's included in the training programme.



Delegates will get certification of completion at the end of the course.


Tutor Support

A dedicated tutor will be at your disposal throughout the training to guide you through any issues.


Key Learning Points

Clear and concise objectives to guide delegates through the course.


Exam(s) included

Exams are provided, as part of the course. Obtaining certification is dependant on passing these exams


The professionals who want to attend ITIL® Service Lifecycle- Service Operation course must hold ITIL® Foundation Certificate.


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


  • 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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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.


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


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


Course Name Dates Duration Price
ITIL® Service Lifecycle - Service Operation 02/01/2020 Chelmsford
3 days
ITIL® Service Lifecycle - Service Operation 07/04/2020 Chelmsford
3 days
ITIL® Service Lifecycle - Service Operation 14/04/2020 Chelmsford
3 days
ITIL® Service Lifecycle - Service Operation 05/05/2020 Chelmsford
3 days
ITIL® Service Lifecycle - Service Operation 26/05/2020 Chelmsford
3 days
ITIL® Service Lifecycle - Service Operation 22/12/2020 Chelmsford
3 days

ABOUT Chelmsford

The city of Chelmsford is the principal settlement. It is under the jurisdiction of official charge of Essex which is situated in the eastern region of England. The combined population of the district and urban city is nearly 3 lakh. Its main communities get its name from various cities. In the year of 2012, the queen officially gave it the status of a city. The people of Chelmsford is known as Chelmsfordian. Various ethnic groups in the town get its name from the city of Chelmsford. Preferably, the commuters of various nearby towns make the population of the town. The rail journey between Chelmsford and central London takes 30 minutes less as compare to road journey.


During 11th century, there was a bridge that constructed over the River Can. This bridge played important role in the transformation of the town and this town got popularity and started recognizing as a popular town. Prior to 1189, this town was recognised as Celmeresfort and since 1189, the name had changed to Chelmsford. The market was opened immediately after the construction of the bridge over the River Can. It underwent many attacks during 1939 to 1945 and light engineering war production unit was the softest target of the enemies. In 1943, Luftwaffe bombarded where 55 people died and thousand got homeless. After the 1980s, the government has not been giving due importance to defence related industry and this industry drastically impacted during these years. The famous company Marconi shut most of its factories or sold to some other firms.

Administration and policies

This town has its unique geography. It is important for political strategy. It has been recognised as a country town since the 12th century. The various company headquarters such as Essex Country council and Chelmsford city council are situated here. Vicky Ford is the present MP of Chelmsford. He got 22% more votes as compared to his Counter Part.


As per 2001 census, there was high sex ratio in this region with 50% females and 49% males. Almost 95% people are white and 70% of them follow Christian religion.


At the initial stage, Agriculture was the only profession that people did with full zeal but with time, it followed the interests in other industries too. There was a small market where people usually do business and earn money. Guglielmo Marconi brought revolution by introducing world first wireless factory. He has great contribution in the invention of the radio. Crompton electrical Engineering, Hoffmann Ball Bearings, English electric valve company, Britvic are the other leading developments in the past. Chelmsford has the best nightlife. The old, as well as superior quality wines, are easily available here.


The Eastern Counties Railway was introduced a few years prior to the mid-18th century. There were three major viaducts constructed in the past and the major one is 18 arch central park viaduct. A new railway project is in line and it will complete in 2020.

Famous places

The two famous tallest buildings are built nearly 1960s. They are Parkside court and Melbourne court. Till now with 110 m height, the chain home radar tower is the tallest among other buildings.  A person can see it from any part of the city.


It has a maritime climatic condition. It experiences warmer climate as compared to rest of the United Kingdom. It receives the lowest rainfall and remains drier throughout the year. The rainfall is between 500 mm and 550 mm yearly.

Education, Media and Sports

There are many schools for primary education but Chelmsford College gets a bulk of students for higher education. The radio of this city operates from outside the country. The Chelmsford City Football club representing in the various national championship. The Rugby football club is very famous of this region.

Overview of ITIL® 2011 Edition

Information Techno...