ITIL® Service Lifecycle Service Operation

Deliver effective and efficient IT services for enhanced output

Become ITIL® Expert with our ITIL® courses
Delivered by experienced and certified trainers in luxury venues
Deliver effectively and efficient IT services within the organisation
Learn various principles and processes required to improve the quality of the service

Every IT organisation seeks for effective and efficient service delivery to improve the organisational performance and customer satisfaction. ITIL® training includes an ITIL® intermediates courses in which ITIL® Service Lifecycle- Service Operation is one of the certification in ITIL® Service Lifecycle stream. It includes the fulfilment of customer’s requests, fixing problems, as well as carrying out operational tasks.

Pentagon Training introduces ITIL® Service Lifecycle- Service Operation training in which the delegates will get to know about principles, processes, functions and operational activities needed to enhance the output of the organisation or to lead the market.

Who should take this course

ITIL® Service Lifecycle - Service Operation course is best suited for the following audience:

Database Administrator
IT Operations Managers
Network support and security manager
Service desk and incident manager
Security Administrator

Prerequisites

The professional must hold ITIL® Foundation Certificate before attending ITIL® Service Lifecycle - Service Operation Course.

What Will You Learn

After ITIL® Service Lifecycle - Service Operation course, you will be able to:

Identify the purpose, objectives, scope and value of Service Operations to the business
Determine the involvement of Service Operation staff with another stage of service lifecycle
Get to know about how Service Operation is organised and how its functions are structured
Identify the risk, challenges, and success factors associated with the Service Operations

Certificate

Tutor Support

Key Learning Points

Exam(s) included

Course Overview

Pentagon Training’s ITIL® Service Lifecycle - Service Operation course help the delegates to learn about coordination and execution of activities for enabling the ongoing management and operation of the products and services developed during the service strategy, design and transition phases of the ITIL® Service Lifecycle phases. The candidates will have a clear understanding of the concepts and terminologies used in life cycle so that they can implement them within their organisation to enhance productivity. During the course, our certified trainer will focus on the various methods and techniques using which the delegates will learn to manage and monitor the performance of products and services in the organisation.

Exam

The delegates will have to pass an examination that will be conducted at the end of the training to measure the level of knowledge or understanding attained during the course. The exam will be of 8 Scenario based Multiple Choice Questions (MCQ’s), each question has four options, one has to select one correct answer out of it. Your performance will be measured by the number of correct answers you attended.

You will need to have 7o percentage marks to clear the exam. Our experienced and certified trainers will help the delegates in getting a deep understanding of the subject.

The exam will be of 90 minutes, and you need to complete all questions within that time only. No extra time will be provided for any reason.

The language used in the exam would be English. Selection of language depends upon the comfort of the trainer.

All details regarding exam will be provided during the training before the exam. If you still have some query, you can contact our help and support team anytime.

Course Content

Introduction to Service Operation Practice

Define Service Operation
Scope and objective of Service Operation
Service Operation Context in service lifecycle
Fundamental and business value of service operations

Principles of Service Operations

Maintain balance in service operation
Good services
Operations staff involvement in another stage of lifecycle
Operational health
Documentation
Communication and its type
Input and Output of Service Operation

Introduction to 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 to Incident Management Process

Define Incident Management Process
Objective and Scope
Business value
Key Concepts and Terminologies
Policies and Principles
Methods and techniques
CSFs and KPIs
Risks and Challenges

Introduction to Problem Management Process

Define Problem Management Process
Objective and scope
Key Concepts and Terminologies
Policies and Principles
Methods and techniques
CSFs and KPIs
Risks and Challenges

Introduction to Requirement Fulfillment Process

Define Requirement Fulfilment Process
Key concepts and Terminologies
Policies and Principles
Methods and techniques
CSFs and KPIs
Risks and Challenges

Introduction to Access Management Process

Key concepts and Terminologies
Policies and Principles
Methods and techniques
CSFs and KPIs
Risks and Challenges

Introduction to Service Operation Activities

Controlling and monitoring a service
IT Operations
Management and Support of Server and Mainframe
Directory Services Management
Desktop and Mobile Device Support
Middleware and Internet Management
Manage Network
Storage and Archive
Database Administration
Facilities and Data Center Management
Enhancement of Operational Activities

Service Desk Function

Effective Organisational Structure
Roles and Objectives
Outsourcing the Service Desk
Supporting the Service desk

Technical Management Function

Scope
Roles and Objectives
Relationship between Technical Design and Technical Management and Supporting
Measure Technical Management
Management Documentation
Roles supporting Technical Management

IT Operations Management Function

Roles and Objectives
Purposes
Measure IT Operational Management
Management of Documentation of IT operations
Supporting roles for IT Operations Management

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 Considerations

Generic Technology Considerations
Technologies for managing Event
Technologies for managing Incident
Technologies for managing Problem
Technologies for fulfilling Request
Change Management in Service Operation
Service Operation and Project Management
Assess, Manage and Control Risk in Service Operation
Involvement of Operational Staff in Service Design and Service Transition
Planning and Implementing Service Management Technologies
Access Management Technologies
Service Desk Technologies
Challenges of Service Operation
CSFs of Service Operation
Risks of Service Operation

About Carlisle

Carlisle, a city in Cumbria, is also the managerial centre of the City of Carlisle region in North West England. It is the main settlement in the county of Cumbria and helps as the managerial centre for both Carlisle City Council and Cumbria County Council. At the time of the 2001 survey, the population of Carlisle was 71,773. In 2011, the city's population had increased to 75,306, with 107,524 in the wider city.

The early history of Carlisle is noticeable as a Roman payment, recognised to serve the forts on Hadrian's Wall. In the Middle Ages, because of its nearness to the Realm of Scotland, Carlisle industrialised meaningfully. The armed stranglehold, Carlisle Castle, was built in 1092 by William Rufus, and once added as a custodial for Mary, Queen of Scots. The castle now relatives the Duke of Lancaster's Regiment and the Border Regiment Museum. In the 12th century, Henry I allowed the building of a priory in Carlisle. The town produced the rank of a city when its diocese was formed in 1133, and the cloister industrialised Carlisle Cathedral.

Governance:

Carlisle has detained city status since the Middle Ages. Also, it kept its status as an area constituency or governmental borough for centuries, at one time returning two MPs. In 1835 it became a municipal borough and was later upgraded to a borough status in 1914. The city's boundaries have changed several times since 1835 the final time in 1974.

The municipal area surrounded many parts of parishes which were combined into a single civil parish of Carlisle in 1904. The currently present urban area is considered as an unparished area. Carlisle had in 2002 made an unsuccessful attempt to grow to a Lord Mayoralty. An iconic building that stands tallest in Carlisle may be demolished, and the area nearby to it rehabilitated.

Climate:

Carlisle practices an oceanic climate. In January 2005 Carlisle was hit by strong wind storms and torrential rains. On Saturday 8 January 2005 all roads into Carlisle were shut owed to severe flooding, the worst since 1822, which produced three deaths. Less severe but still significant flooding occurred in 2009, but due to Storm Desmond. Carlisle experienced even worse flooding than 2005 between Friday 4 and Sunday 6 December 2015. During this time, nearly 36 hours of nonstop precipitation broke flood defences. This left several areas submerged including Bitts Park, Hardwicke Circus and Warwick Road. This left the famous Sands Centre, stranded from the rest of the city. As several other areas of Cumbria were also severely pretentious, all trains to Scotland were postponed forever. The trains on the West Coast Principal went no further than Preston. Prime Minister David Cameron stayed the city on 7 December 2015 to measure the damage.