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 Reading

Located in Berkshire, Reading is a large and historically significant town. It was an important center of trade as well as religion in the medieval period. The Reading Abbey, still has its 12th century abbey gateway and significant ruins intact. Due to the English Civil War the town was damaged severely, causing a significant loss in trade. Reading also played an important role in the Revolution of 1688. It is where the revolution's only significant military action was took place. The Great Western Railway , the brewing business, baking and seed growing all happened in 19th century. Now,Reading boasts of being a major commercial centre, that involves information technology and insurance. Reading has, despite its nearness to London, a net inward traveler flow.

Reading came up as a settlement way back in the 8th century. It had become the largest town in Berkshire by 1525 and had a population of around 5000 in the early 17th Century. It was in the 18th century that major iron works in the town came up and the city saw the growth of the brewing business for which Reading is known till date. It was in the 19th century that Reading saw the growth of manufacturing business also.

Economy

Reading is a vital commercial centre in the Thames Valley and Southern England. It is home to the headquarters of many British companies and UK offices of foreign multinationals. It is also a major retail centre. Daily Reading has an inflow of 30,000 commuters as compared to 24,000 departures. Large companies such as Microsoft and Oracle have their headquarters in Reading. Other businesses in Reading are Prudential, PepsiCo and Wrigley. In 2007, an independent poll placed Reading 16th in a league table of best performing retail centres in the UK.

Culture

Reading is known for its Reading Beer Festival which was first held in 1994 and is now known to be one of the largest beer festivals in the UK. It takes place at King's Meadow for the five days immediately preceding the May Day bank holiday every year. Reading Pride also takes place at Reading, an annual LGBTA festival in Kings Meadow.

Museums

The Museum of Reading contains galleries that showcase the history of Reading . The museum is also home to the excavations of Calleva Atrebatum. It also houses a full-size replica of the Bayeux Tapestry, an art collection, and galleries relating to Huntley and Palmers.

Located in East Reading, The Museum of English Rural Life,is dedicated to the changing face of rural England. It also has collections of public value. It is not only owned but also managed by the University of Reading. The Ure Museum of Greek Archaeology, the Cole Musum of Zoology and the Harris Botanic Gardens are also under the same management. All these museums can be found on the university's Whiteknights Campus.

There is also a small Riverside Museum at Blake's Lock which tells one about Reading's two rivers, the Thames and the Kennet. The Museum of Berkshire Aviation houses a collection of aircraft and other aviation accessories.