A Quick Glance

ITIL® Service Lifecycle – Service Operations is an intermediate level course. It is designed to deliver effective and efficient IT services within the organisation. The course introduces you to the processes, functions, activities and principles associated with the service operation phase of the lifecycle.

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    Courses delivered by qualified and experienced instructors

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    Get updated course material and certificate

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    Our ITIL® courses are accredited by PeopleCert

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    Focus on policies and principles for managing organisational products and services effectively

The delegates 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 organisation, 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 enabling 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 of the delegates. Each delegate has to clear the exam in order to get certified. Our trainers make sure that the delegates get the maximum out of the training. 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 Operation
  • Fundamentals of Service Operation

Principles of Service Operation

  • Maintain balancing
  • Good services
  • Involvement of operations staff in other stages of service lifecycle
  • 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

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

Problem Management Process

  • Objectives
  • 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 for 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 the Service Desk
  • Supporting the Service Desk

Functions of Technical Management

  • Define Technical Management
  • Role 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

  • Role and Objectives
  • Measure IT Operational Management
  • Management of Documentation of IT operations
  • Supporting roles for IT Operations Management

Applications Management Function

  • Role 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 3 days London
17-12-2018 £1229.00
ITIL® Service Lifecycle - Service Operation 3 days Sheffield
17-12-2018 £3489.00
ITIL® Service Lifecycle - Service Operation 3 days Canterbury
27-12-2018 £4499.00
ITIL® Service Lifecycle - Service Operation 3 days Chelmsford
27-12-2018 £4499.00
ITIL® Service Lifecycle - Service Operation 3 days Chorley
27-12-2018 £4499.00
ITIL® Service Lifecycle - Service Operation 3 days Guildford
27-12-2018 £4499.00
ITIL® Service Lifecycle - Service Operation 3 days Ipswich
27-12-2018 £4499.00
ITIL® Service Lifecycle - Service Operation 3 days Leicester
27-12-2018 £4499.00
ITIL® Service Lifecycle - Service Operation 3 days Oxford
27-12-2018 £4499.00
ITIL® Service Lifecycle - Service Operation 3 days Plymouth
27-12-2018 £4499.00