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 Plymouth

Plymouth

Plymouth is a city located on the south coast of Devon, England. Plymouth is 37 miles south-west of Exeter and 190 miles west south- west of London between river Plym and Tamar's mouths.

Throughout Industrial Revolution, Plymouth grew as commercial shipping port handling imports and passengers from America. Plymouth port also export local minerals like copper, lime, china, clay, tin and arsenic. Neighbouring town Devonport became Royal Naval Shipbuilding and dockyard town. In 1928 Plymouth achieved city status. In mid-2015, the city is home to 262,700 which makes it 30th most populous area in the United Kingdom. Plymouth is the second largest in Southwest after Bristol. Plymouth City Council governs Plymouth, and it is represented by three MP’s. The economy of Plymouth is influenced by seafaring and shipbuilding including ferry links to Spain and Brittany. In Western Europe large operational naval base HMNB Devonport is located. Plymouth is home to Plymouth University.

History

Plymouth had a population of 107,000 in the year 1901. In 1914 the two towns Devonport and Stonehouse were merged with Plymouth. Slum clearance started in Plymouth after World War 1. Slum housing was stopped and replaced by council housing in Swilly and New Prospect. By 1928, new 802 houses were built. In 1920 motor buses started in Plymouth and then got replaced by trams. Due to dockyard in Second World War Plymouth was a prime target for bombing. Around 3754 houses were damaged, and more than 8000 were severely damaged. Later slums were replaced with better flats and houses. Later in the 20th century, various houses were built at South way and Egg Buckland. In Plympton and Plymstock many private houses have been constructed. In the 21st century, Plymouth is flourishing. Drakes Circus shopping was remade in 2006, and now the population of Plymouth is 240,000.

Education

The University of Plymouth has enrolled around 23,155 students as of 2015 and 2016. It has 3000 staff and income of around £160 million. Main courses in it include business, marine biology, marine engineering, shipping and much more. The University of St Mark and St John was also known as Marjon or Marjons have expertise in teacher training. These universities offer various training courses across the country as well as abroad. This city is also home to two other large colleges. City College of Plymouth provides courses from basic to foundation degree for various students. Plymouth College of Art offers courses on media. It is only one of the four independent colleges of art and design in the UK.

There are 71 state primary phase schools in Plymouth and 13 state secondary schools. Plymouth has eight special schools, three selective state grammar schools and independent school.

This city is also home to Royal Naval Engineering College that was opened in 1880 in Keyham. It was renamed Dockyard Technical College in 1959. Later training was shifted to the University of Southampton. Marine Biological Association of UK is also located in Plymouth.