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 Lincoln

Lincoln which is situated in Lincolnshire, is a cathedral city and as per 2011 census had a population of 94,600. In the early periods, it was known as Lindum Colonia, a Roman colony. Lindum Colonia had come up from a settlement of the Iron Age that belonged to the 1st Century B.C. The settlement was the result of a deep pool and the name also probably comes from the word Lindon which was later converted to the Latin form Lindum. The full name for the location was  Colonia Domitiana Lindensium, which went by its founder, Domitian’s name. The colony was established within the walls of the hilltop fortress, to which an extension was also added later on, of an equal area.

Cathedral

First of all the construction of the Lincoln Cathedral began with the see being removed from the backwater of Dorchester-on-Thames, Oxfordshire. It was completed in 1092 but had to be rebuilt after a fire destroyed it. The cause of the fire is said to have been an earthquake that shook Lincoln in 1185. When the Lincoln Minster was rebuilt it had an added portion to the east.  The construction was completed on a superb scale with the crossing tower decorated by a pinnacle that rose to 525 ft, and considered to be the highest Europe has ever had till date. After the completion of all the three spires, the central spire is expected to be the tallest man-made structure in the world after the Great Pyramids of Egypt.

The Bishops of Lincoln were said to be one of the richest people in medieval England. The Diocese of Lincoln, considered to be the biggest in England, was home to more monasteries than the entire English counties put together.

When Magna Carta, the charter to bring peace between the king and rebel barons, was signed, one of the witnesses happened to be the Bishop of Lincoln, Hugh of Wells. There is only one copy that remains of the four originals and that is in the Lincoln Castle.

Lincoln Cathedral

The bishops of Lincoln who were most known were :

  • Robert Bloet
  • Hugh of Avalon
  • Robert Grosseteste
  • Henry Beaufort
  • Thomas Wolsey
  • Philip Repyngdon
  • Thomas Rotherham

Theologian William de Montibus was the chancellor and head of the cathedral school till his death in 1213. The Bishop’s Palace was the centre of administration. Built towards the end of the 12th Century, it was a magnificent building of that era in England. The East Hall of the Palace, designed by Hugh of Lincoln, is the earliest enduring example of a roofed domestic hall. Bishop William of Alnwick was responsible for building the other two parts namely the chapel range and entrance tower. It was he who also improvised upon the existing structure and lend a modern look to it in the 1430s. King Henry VIII and James I are said to have been e guests of the bishops at Lincoln Cathedral. Some royal troops ransacked the cathedral in 1648 during the civil war. The cathedral had another recent break-in due to which the stained glass had to be replaced.

 Notable people

  • Penelope Fitzgerald, born in 1916 was a novelist and biographer
  • George Boole, born in Lincoln in 1815 and developed the Boolean Algebra
  • Sir Francis Hill, mayor of Lincoln was born in Lincoln in 1899.
  • William Byrd, organist and composer
  • Neville Marriner (1924–2016).
  • Sam Clucas, a Hull City footballer was born in Lincoln in 1990.
  • Steve Race, broadcaster, was born in Lincoln

Famous Attractions

  • Jew’s House
  • Jew’s Court
  • Lincoln Castle
  • Lincoln Cathedral
  • Steep Hill
  • Viking Way

Overview of ITIL® 2011 Edition

Information Techno...