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 Milton Keynes

Milton Keynes

Milton Keynes also abbreviated as MK is a large town located in Buckinghamshire, England. It was designed as a new town on 23 January 1967 and also an administrative centre of Borough of Milton Keynes. It is located 45 miles that is 72 km away from north-west of London.

Various another town like Bletchley, Wolverton and Stony Stratford exist here along with other 15 villages and farmland. Milton Keynes took its name from existing “Village of Milton Keynes “that is few miles away from the planned centre.

History of Milton Keynes

Milton Keynes has a rich history with proof of human settlement that was found before starting the construction of this city in 1960’s. When UK government decided to establish Milton Keynes, most of the area was farmland, and undeveloped villages and the earlier history was incredibly rich. Until the 10^th century, there was no evidence of occupation in villages. During middle age, 18 villages were present that still form the heart of Milton Keynes districts. With the arrival of London and Birmingham Railway and Grand Junction canal in late 18^th and 19^th century, the area went through many changes and the new town of Wolverton, and New Bradwell emerged.

The greatest change in the history of Milton Keynes was when it was chosen to solve housing problems in London. Milton Keynes was planned as biggest towns and have an area of 89 square kilometres that became home to around 250,000 people. In the beginning, no building was allowed to be tall than the tallest tree, and later Milton Keynes Partnership changed it. Tallest building in Milton Keynes is 14 floors high. Its population will double by the year 2026.

Milton Keynes offers a broad range of opportunities to people to learn new things and get a better education. Bletchley Park code breakers brought innovation to the city in second world war. This team cracked secret codes of Germans. Milton Keynes is a destination that is always passionate about developing minds. It contains some of the best schools and colleges. Milton Keynes College offers a wide range of courses in different domains. It is one of the fastest growing college in the United Kingdom.

Open University offers contemporary learning where degree level education is provided to everyone. The headquarters of the university is located at Walton Hall in Milton Keynes. There is also University Centre Milton Keynes ( UCMK) which is a hub for higher education with new facilities and exciting courses in the middle of the city. This town also contains a solar-powered house that plays a significant role in the development of electric transport. Various courses, classes and opportunities are offered by Milton Keynes Theatre Creative Learning department to young people and adults to explore theatres including makeup, drama, acting and much more.

Sport

Milton Keynes has various professional teams in football, in ice hockey and in Formula one. It is also home to Xscape indoor ski slope, Formula Fast Indoor Karting Centre, Airkix Indoor Sky Diving facility and National Badminton Centre.

Economy

At Borough level, data of Milton Keynes economy, demography and politics is collected. Milton Keynes is one of the most successful economies in Southeast along with gross value added per capita index which was 47% higher than the national average. According to 2015 data, average wages place it in top five nationally.

Just 0.6% of businesses employ people more than 250 which include Open University, Volkswagen Group, Mercedes-Benz and Network Rail. Remaining enterprises around 81.5% employ near about 10 people. Milton Keynes professional, technical and scientific sector contributes large employment. Milton Keynes has a high number of business start-ups in England and start-up levels remained high even during the period of recession 2009/2010. Most of the population is younger. 22.6% of Borough population is under 16, 12.1% are aged 65+. According to 2011 census report, Milton Keynes Urban area comprises of 8.7% South Asian, 78.4% white, 3.5% Mixed Race, 7-5% Black, 1.2% Chinese, 6.7% other ethnic group and Asian.