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 Milton Keynes

Milton Keynes is a town in Buckinghamshire, South East England, that lies equidistant from London, Birmingham, Oxford, Cambridge and Leicester.  Although the town was found as recent as January 1967 to provide for the more residential area, archaeologists have traced its existence back to the Bronze Age. When the town of Milton Keynes came into existence in 1967 it took under its umbrella the existing towns of Bletchley, Wolverton and Stony Stratford. The town got its name from the  Middle Age village of Milton Keynes which was mentioned as Middeltone in the 11th Century.

The town has a population of 250,00 as of now which is almost 5 times than it was when it came into existence in 1967.The design of this town was created by known urban planners and architects including Lord Norman Foster, Sir Richard MacCormac, Ralph Erskine, Henning Larsen, Martin Richardson and John Winter. The design the created was of a modernist type and used the grid square system.

The town is home to various parkland and lakes which are now known to characterize Milton Keynes now. Though one may find very tall buildings in Milton Keynes today, this was not so until 2004. Earlier, as a rule, no building could be taller than a tree.Milton Keynes is a combination of both the ancient and modern attracts visitors and new residents alike.

Villages and Towns in Milton Keynes

  • Bletchley - first recorded as Blechelai in the 12th century was a major Victorian junction that was the main cause of its development during that period. The villages of Water Eaton and Fenny Stratford also became a part of Milton Keynes later on.
  • New Bradwell – It was built for the railway workers especially to the north of Bradwell, across the canal and the railway, to the east of Wolverton. The old Wolverton to Newport Pagnell Line has now been converted to a Redway, a favourite for cyclists and so named because of the red pathways.
  • Great Linford - mentioned as Linford in the in the Domesday Book as Linford, features a church dating to 1215 AD that is dedicated to Saint Andrew. What is now an arts museum used to be the outer buildings of the 17th-century manor house. The Linford Manor has also become a well-known studio for recording.

Existing Districts and Councils of Milton Keynes

  • Bletchley and Fenny Stratford:, Central Bletchley, Denbigh North, Water Eaton, Denbigh East, Brick fields Denbigh West Fenny Stratford, Granby, Mount Farm, Newton Leys, Fenny Lock
  • Bradwell: Bradwell village, Bradwell, Bradwell Common, Rooksley, Heelands
  • Bradwell Abbey: Rooksley, Kiln Farm, Two Mile Ash, Wymbush, Stacey Bushes
  • Broughton and Milton Keynes: Middleton (including Milton Keynes Village), Pineham, Atterbury, Brook Furlong, Broughton, Fox Milne, Oakgrove, Northfield
  • Campbell Park: Springfield, Fishermead, Newlands, Oldbrook, Woolstone, Winterhill, Willen and Willen Lake
  • Central Milton Keynes: Campbell Park and Central Milton Keynes
  • Great Linford: Blakelands, Conniburrow, Downs Barn, Giffard Park, Bolbeck Park, Great Linford, Pennyland, Downhead Park, Neath Hill, Willen Park, Tongwell
  • Kents Hill, Monkston and Brinklow: Kents Hill, Brinklow, Monkston, Kingston
  • New Bradwell
  • Loughton: Great Holm, Loughton Lodge,  Loughton, Knowlhill
  • Old Woughton: Woughton Park, Woughton on the Green, Passmore
  • Shenley Brook End: Furzton, Emerson Valley, Kingsmead, Snelshall, Shenley Brook End, Westcroft, Tattenhoe Park, Tattenhoe,
  • Shenley Church End: Grange Farm, Crownhill, Melbourne, Hazeley, Oxley Park, Oakhill, Woodhill, Shenley Church End
  • Simpson: West Ashland, Simpson, Ashland
  • Stantonbury: Blue Bridge, Bancroft/Bancroft Park, Linford Wood, Bradville, Stantonbury Field, Stantonbury, Oakridge Park
  • Stony Stratford: Galley Hill, Fullers Slade
  • Walton: Walton, Walton Hall, Caldecotte, Old Farm Park, Brown's Wood, Tilbrook, Tower Gate, Walnut Tree, Walton Park, Wavendon Gate.
  • West Bletchley: Denbigh Hall, Old Bletchley, Far Bletchley, West Bletchley
  • Wolverton and Greenleys: Wolverton, Old Wolverton, Greenleys, Hodge Lea, Stonebridge
  • Woughton: Netherfield, Beanhill, Peartree Bridge, Bleak Hall, Elfield Park, Coffee Hall, Eaglestone, Leadenhall, Redmoor, Tinkers Bridge.

Overview of ITIL® 2011 Edition

Information Techno...