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 Derby

Derby is an English city located on the banks of the Derwent River in the Derbyshire. It is the unitary authority area in the Derbyshire with a population of around 248,700 according to 2011 census. The status of the city was granted to the Derby in 1977 after the entitlement of all Saints Church as a Cathedral. The early settlement of the area can be found back to the Roman period. The small town in the Roman province of Britannia ‘Derventio’ was found by the Romans and Anglo-Saxons and Vikings supported the town in becoming the Five Boroughs of the Danelaw. The other four boroughs are Lincoln, Stamford, Nottingham and Leicester. Later on, Derby along with Leicester, Nottingham and Lincoln became the county towns of the United Kingdom. The city comprises the southernmost area of the World Heritage Site of the Derwent Valley Mills.

The town remained as a market town for long period till industrialisation and also recognised as the birthplace of the Industrial Revolution. The economy of the town grew rapidly in the industrial era. The railway was introduced in the city in the 19th century and it became the significant centre of the British rail industry. The largest aero engine manufacturer Rolls Royce is based in the city. The city also serves as a principal centre for advanced transport manufacturing and houses the large train manufacturer of the country, Derby Litchurch Lane Works. 

History

The old Roman fort served major site for the Roman camp of Derventio. The town was one of the fortified towns of the country, later on, it was occupied by Lady of Mercia and adjoined into the Kingdom of Mercia. It has been suggested that the name of the city is derived from the Deoraby meaning village of the Deer. Some stated that the name is borrowed from the Danish words for meaning deer settlement, while others claim that the name comes from the Derwent river meaning a valley thick with oaks. The early history of the city depicted that the Anglo-Saxons and Vikings communities were probably existed together and enclosed two parts of land surrounded by water.

The town was protected by the Parliamentary troops during the period of the Civil War in the 16th century and these troops contributed towards many battles and other engagements in the surrounding towns such as Nottinghamshire and Cheshire. John Lombe built the first water powered silk mill in the city in 1717. The notable residents of the town in the 18th century are John Whitehurst, Charles Darwin and Joseph Wright, contributed in the fields of paintings, philosophy, doctor and scientist. The Normanton Barracks were constructed in the city in 1877 to accommodate permanent military presence. 

The Local Government Act, 1888 transformed the Derby and it became county borough included the rural districts of South East Derbyshire resulted in the substantial rise in population from 132,408 to 219,578 in 1971. The economy of the city flourished with the arrival of car and aircraft factory city by Rolls Royce in the early 19th century. The city was attacked by German bombers during the both World Wars but faced comparatively little damage despite the presence of the rail and aero-engine industries. The city has also become a major cultural centre for the deaf community uses sign language in Britain.  

Education

The city follows two-tier education system includes non-selective primary and secondary schools. There are fifteen secondary schools, three independent schools and four special needs establishments. For further education, the city is served by the University of Derby located on the Kedleston Road.

Landmarks

The famous places to visit in the city include Darley Abbey, Derby Canal, Derby Industrial Museum, Derby Cathedral, St Mary’s Church, Derby Museum and Art Gallery, River Derwent, Royal Crown Derby Museum, Cathedral Quarter, Derby Arboretum and much more exciting locations.

Overview of ITIL® 2011 Edition

Information Techno...