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 Tredegar

Tredegar is located in Monmouthshire on the banks of the Sirhowy River. It is said to have been an early centre of the Industrial Revolution in South Wales. The Tredegar Iron Works located in in Richmond, Virginia, United States were named after the town.

History

Samuel Homfray who is said to be the founding father of the town along with his partners needed accommodation for their workers, and thus the need to develop a suitable town. Lt.Col. Sir Charles Gould Morgan owned the land on the east side of the Sirhowy river, who granted a lease in 1799 to build Tredegar Ironworks Company. The lease was further extended with Homfray marrying Sir Charles daughter Jane.

To his workers, he paid in his own currency so that they could not spend outside the town.By 1805, the parish had grown with horse carriages being operated as a mode of transport.

Governance – Facts

Tredegar is the birthplace of Aneurin Bevan who is said to have introduced the system of British National Health Service. Aneurin Bevan was also involved in the management of Tredegar General Hospital.
Leader of the Labour Party from 1983 to 1992, Neil Kinnock, was born in Tredegar in 1942 and lived there for most of his early life
Michael Foot, the predecessor to Neil Kinnock, was MP for the local constituency — Ebbw Vale — during his time as party leader.
For a few years Tredegar, once considered a Labour seat was represented by the left-wing independent Dai Davies until the general election of 2010.

Architecture

The two architectural marvels in Tredegar are its Bedwellty House and the Town Clock. The Bedwellty House is known for being the home of the founder of Tredegar – Samuel Homfray. The house is surrounded by a huge 26-acre Victorian garden without any gates. It also includes the Long Shelter.

The clock came into being as a generous gift from Mrs R.P. Davies, wife of the manager of Tredegar Ironworks, who conceived the idea as well. The clock was made by JB Joyce & Co of Whitchurch, Shropshire and erected in the Circle as per the wishes of Mrs.Davies.