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 Inverness

Inverness is a town in the heart of Scottish Highlands. The Highland Council has its jurisdiction over the town. The location of the town is near to important battle sites. One of them is 11th century battle of Norway against Blar Nam Feinne. The battle was fought in the arid region. This city is located in the northern part of the United Kingdom just near to Great Glen. The River Ness enters the Moray Firth in the northeastern limit of the area. Since 2001 to 2012, there has not been much difference of population in these years. The Greater Inverness area had a population of approximately 60 thousand in 2012 including Culloden and Westhill regions. The counting of the Inverness comes under the fastest growing cities. The quality of life of this city ranked 5th among 189 British cities. It is the highest one among Scottish cities. In 2014, it got the status of the happiest place award in the Scotland region. This status was improved by one rank in the very next year and become the happiest city in 2015.

Population

As per the records of the National Records of Scotland, Inverness is recognized as the urban area west of the A9. In order to get the Inverness total picture, we need to include the villages of Westhill, Smithton, Culloden, and Balloch. It gives us an aggregate picture of each local area and its population. There only we can analyze the important factors for the development of the city.

Geography

Inverness is located near to place where River Nees started its journey. The other way to describe the location of the town is to say that it is at the southwestern end of the Moray Firth.

The city had also been affected by many earthquakes and the last one came in the year of 1934.

Climate

The climatic condition of the town is similar to Scotland i.e. oceanic. The city has been sheltered by many hills near to it which ultimately make the region dry most of the time. This city usually faces the extreme snowfall which went up to 1 foot 2 inches and created the record. The climate is much colder than the southeastern area of the Britain. In 2006, the city was recorded at the highest temperature.

Economy

Earlier the city was famous for distilling business but now the business has been shifted to High-tech industries such as manufacturing of diabetes diagnostic kits and its design. This business provides job opportunities to many skilled laborers and ultimately it booms the industry. The famous Highlands and Islands played a prominent role to expand this business by investing more and more in the industry. It ultimately becomes the hub for medical and its devices for a country. A large number of people is also working in the Scottish Natural Heritage i.e. SNH. The Ness Bridge and Friars Bridge also maintain the smooth conduct of the traffic in the town.

Government       

The royal burgh absorbed into a new district of Inverness and it becomes one of the eight districts within the Highland region. Under the Local Government Act 1994, the region became a unitary council area in 1996. The newly expanded region also includes the former districts which now turns to council management areas and created area committees individually for them. Among 80 seats of Highland Council wards, 23 belongs to Inverness committee.

City status  

In the year of 2000, the town of Inverness officially recognized as the city. The new corporate management areas thus formed got its favor. In 2008, a petition to matriculate armorial bearings was rejected by Lord Lyon King of Arms.                         

 

 

Overview of ITIL® 2011 Edition

Information Techno...