A Quick Glance

ITIL® Service Lifecycle – Service Operations is an intermediate level course and is designed to deliver effective and efficient IT services within the organisation. Our trainer will focus on the processes, functions, activities and principles associated with the service operation phase of the lifecycle.

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    Pearce Mayfield is trusted as the World’s largest ITIL® training provider

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    We tend to provide high pass rate

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    Courses are delivered by qualified and experienced instructor

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    Also get official course materials, exam and certificate

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    Our ITIL® courses are accredited by BCS

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    Learn to focus on policies and principles for managing the organisational products and services effectively

The delegate must hold ITIL® Foundation Certificate before attending this course

  • Managers
  • Supervisory Staff
  • Team leaders
  • IT Consultants
  • IT Audit Managers
  • IT Security Managers
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Certificate

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Tutor Support

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Key Learning Points

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Exam(s) included

  • Understand all processes of ITIL® service operation and how they interact with each other
  • Using metrics effectively measure ITIL® service operation
  • To enhance the performance of organization understand the roles and responsibilities in ITIL® service operation
  • Understand the importance of service management and its practical concepts

Course Overview

ITIL® Service Lifecycle – Service Operations phase of service lifecycle focuses on the coordination and execution of activities and functions to enable ongoing management of services developed during service strategy, service design and service transition phase of the lifecycle.

 

Exam

The exam will be conducted at the end of the training to measure the knowledge gained. Each delegate has to clear the exam in order to get certified. Our trainers make sure that the candidate gets the maximum out of the training. Each question will have four options out of which one is correct. The exam has to be completed in the specific time period; no extra time will be provided. All the details regarding exam will be provided by our trainer at the end of the training.

The exam format will be:

8 multiple choice questions (MCQ’s)

70 percent marks to clear the exam

Exam duration- 90 minutes

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Course Content

Practicing Service Operation

  • Introduction of Service Operation
  • Objective of Service Operation
  • In Service Lifecycle context of Service Operation
  • Business value of service operations
  • Fundamentals of service operations

Principles of Service Operations

  • Maintaining balancing
  • Good services
  • Involvement of operations staff in other stages of life cycle
  • Operational health
  • Documentation
  • Communication
  • Input and Output of Service Operation

Event Management

  • Process of Event Management
  • Objectives
  • Scope
  • Basic concepts
  • Terminologies
  • Policies and Principles
  • Methods included in the processes
  • CSFs and KPIs
  • Risk and Challenges

Incident Management Process

  • Objective
  • Scope
  • Business value
  • Basic concepts
  • Terminologies
  • Policies and Principles
  • Methods and techniques
  • CSFs and KPIs
  • Risks and Challenges

Problem Management Process

  • Objective
  • Scope
  • Basic concepts
  • Terminologies
  • Policies
  • Principles
  • Methods
  • Techniques
  • CSFs and KPIs
  • Risks and Challenges

Requirement Fulfillment Process

  • Basic concepts
  • Terminologies
  • Policies and Principles
  • Methods
  • Techniques
  • CSFs and KPIs
  • Risks and Challenges

Access Management Process

  • Basic concepts
  • Terminologies
  • Policies and Principles
  • Methods
  • Techniques
  • CSFs and KPIs
  • Risks and Challenges

Service Operation Activities

  • Control and Monitor
  • IT Operations
  • Management
  • Support of Server and Mainframe
  • Managing Network
  • Storage and Archive
  • Database Administration
  • Directory Services Management
  • Desktop Support
  • Mobile Device Support
  • Middleware and Internet Management
  • Facilities Management
  • Data Center Management
  • Enhancement of Operational Activities

Service Desk Function

  • Structure of organisation
  • Roles and Objectives
  • Outsourcing and supporting the Service Desk
  • Supporting the Service Desk

Functions of Technical Management

  • Define Technical Management
  • Roles and Objectives
  • Connection between Technical Design and Technical Management and Supporting
  • Measurement of Technical Management
  • Managing Documentation
  • Roles supporting Technical Management

IT Operations Management Function

  • Roles and Objectives
  • 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 and Measuring of 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 and Incident
  • Technologies for managing Problem
  • Technologies for fulfilling Request
  • Access Management Technologies
  • Service Desk Technologies
  • 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
  • Challenges of Service Operation
  • CSFs of Service Operation
  • Risks of Service Operation
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ITIL® Service Lifecycle - Service Operation Schedules

Course Name Duration Dates Price
ITIL® Service Lifecycle - Service Operation 5 days Reading
25-09-2017 £2495.00
ITIL® Service Lifecycle - Service Operation 5 days Southampton
02-10-2017 £2495.00
ITIL® Service Lifecycle - Service Operation 5 days London
02-10-2017 £1219.00
ITIL® Service Lifecycle - Service Operation 5 days Edinburgh
02-10-2017 £2495.00
ITIL® Service Lifecycle - Service Operation 5 days Maidstone
02-10-2017 £2495.00
ITIL® Service Lifecycle - Service Operation 5 days Newcastle
02-10-2017 £2495.00
ITIL® Service Lifecycle - Service Operation 5 days Sheffield
02-10-2017 £2495.00
ITIL® Service Lifecycle - Service Operation 5 days Watford
02-10-2017 £2495.00
ITIL® Service Lifecycle - Service Operation 5 days Brighton
02-10-2017 £2495.00
ITIL® Service Lifecycle - Service Operation 5 days Belfast
09-10-2017 £2495.00