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 Coventry

Coventry is a metropolitan area in the West Midlands, England. Historically part of Warwickshire, Coventry is the 9th largest city in England and the 12th largest in the United Kingdom. It is the second largest city in the West Midlands region, after Birmingham, with a populace of 345,385 in 2015. Coventry is 95 much north-west of central London, 19 miles east-south-east of Birmingham, 24 miles south-west of Leicester and 11 miles north of Warwick. Coventry Cathedral was constructed after the annihilation of the 14th-century cathedral church of Saint Michael by the German Luftwaffe in the Coventry Blitz of 14 November 1940. Coventry motor companies have donated meaningfully to the British motor industry. The city has two universities, Coventry University in the City Centre and the University of Warwick on the southern outskirts.

Areas of Interest:

Cathedral:

St. Michael's Church is Coventry's best-known landmark and visitor place. The 14th-century church was hugely demolished by German bombing during the Second World War, part only the outer walls and spire. At 300 feet above, the spire of St. Michael's is appealed to be the third tallest church spire in England, after Salisbury and Norwich. Due to the architectural design, it lived the destruction of the rest of the cathedral. The new Coventry Cathedral was opened in 1962 next to the ruins of the old. It was reproduced by Sir Basil Spence. The cathedral covers the tapestry Christ in Glory by Graham Sutherland.

Cultural Institution:

The Herbert Art Gallery and Museum is one of the largest cultural organisations in Coventry. Another visitor attraction in the City Centre is the Coventry Transport Museum, which has the main group of British-made road vehicles in the world. The museum established a refurbishment in 2004 which comprised the creation of a new arrival as part of the city's Phoenix Initiative project. It was a finalist for the 2005 Gulbenkian Prize. About four miles from the City Centre and just outside Coventry in Baginton is the Lunt Fort, a reconstructed Roman fort on its original site. The Midland Air Museum is located just within the border of Coventry on land head-to-head to Coventry Airport and near Baginton.

Red Major Improvements endure renewing the City Centre. The Phoenix Initiative, which was deliberated by MJP Architects, stretched the final shortlist for the 2004 RIBA Stirling Prize and has now gained a total of 16 separate awards. It was available in the book ‘Phoenix: Architecture/Art/Regeneration' in 2004. Further major developments are potentially afoot, chiefly the Swanswell Project, which is envisioned to deepen Swanswell Pool and link it to Coventry Canal Basin, joined with the creation of an urban marina and a wide Parisian-style avenue. A possible second phase of the Phoenix Inventiveness is also in the offing, though both of these plans are still on the drawing-board. On 16 December 2007, IKEA's first city-centre store in the UK was opened, in Coventry.