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 Preston

Preston, Lancashire is situated at the north bank of Ribble river, It comes under the jurisdictional area of Lancashire, northwest of England. It got the status of a city in 2002. According to 2011 census. It has a population of 1 lakh 23 thousand. Some past actions of Preston provide a sign of Romans presence like the roman built road which headed to a camp at Walton-le-Dale. Flemish weavers helped in the expansion of the textile business. During 18thcentury, it was recognised as a pretty town by Edmund Calamy. It is also a birthplace of Sir Richard Arkwright who discovered rotating frame. It underwent rapid and sudden population and economic growth during the industrial revolution.

History

The Romans built many roads through the centre of today’s Preston. There had been many roads built on the outskirts of the Preston. The tax collection of the town in the 12th century also depicted this town as the wealthiest ones. During a charter of 1179, King Henry II gave the right to organise Guild Merchant. The Process of celebrating this festival is only continued by Preston. The latest was celebrated in 2012. It celebrates after every 20 years of break. The town is located exactly between Glasgow and London. There had been many deadly wars fought on the land of Preston.  A nasty incident of strike where few deaths occurred is also associated with the town.  During the 19th century, the town was transformed from small industrial one to larger one.

Governance

The unparished urban settlement accounts 19 councillors. They have been looking after the administration of the Preston. The Preston and Wyre and Preston North are two Westminster constituencies. The Lancashire county council is looking after the administration of Lancashire and Preston. They also look after development projects and finalising of funds for any projects.

Geography and Climate

The Ribble river is the famous river which flows south of the city. The view is very beautiful of the river and attracts tourists from nearby towns. Cities such as Manchester, Liverpool and Blackpool are near to it. Preston weather is a moderate nautical type with a very less fluctuation in the day to day weather condition. The official Met Office does time to time updating of climate change for local people. It is located at Moor Park which is 1 mile north of City Centre. The maximum temperature marked in last month of 2010.

Demography

Roman Catholic Christian community has been a dominant community for many years. People have strong faith in Christian religion here. Due to the migration of various communities in this region, the Muslim population is also increased in multifold number like Gujarati Indian descent. 10% population is the atheist who does not follow any religion. ‘PRESTON’ name was taken from the religious town of “priests” which has a strong belief in Christian and Catholic community.

Economy

The British defence aerospace Industry BAE systems main centre is located in Preston. The major aircraft design Headquarter is also located nearby Warton. It is strategically important part of the country as far as security is concerned.

Landmark

A few famous landmarks such as Museums, Parks and natural reserves are Harris museum and art gallery, Broughton cottage museum, Ribble steam railway, Museum of Lancashire, Avenham Park, Ashton Park, Moor Park, Miller Park, Grange valley, Hills and hollows valley and a few more.

Transport

The Preston By-Pass started in 1958, became the first stretch of the United Kingdom. It connects M6 and M55 highways. The main purpose was to ease the traffic of Blackpool and The Lake District. Preston railway has been giving its services since 1838. Five main bus operators such as Preston Bus, Ribble Motor Services etc. serve the region of Preston.

Overview of ITIL® 2011 Edition

Information Techno...