UPGRADE YOUR SKILLS

THE LEARNING CURVE

01 Course Pre-requisites

The professional must hold ITIL® Foundation before attending ITIL® Service Operation Course.

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02 Course Overview

The ITIL Service Operation exam validates knowledge of the Service Operation stage of the lifecycle, including core activities and techniques. The exam is multiple choice, has 8 questions and lasts 90 minutes. It is closed book and the pass mark is 28/40, or 70%.

 Follow-on Courses

You could follow on from this course by studying other ITIL Intermediate qualifications from the rest of the Service Lifecycle stream, including Service Strategy, Service Design, Service Transition and Continual Service Improvement (CSI).

 

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03 What will the delegates learn ?

After ITIL® Online Service Operation course, you will be able to:

  • Understand how Service Operation is organised
  • Consider the technology available to Service Operations
  • Identify and tackle issues faced when implementing or introducing Service Operation
  • Prepare for the ITIL® Service Operation exam
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04 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
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COURSE EVENTS, LOCATIONS & PRICES

THE SCHEDULES

Search for more related course schedules

Course Name Dates Duration Price Book Online
ITIL® Service Lifecycle - Service Operation 27/12/2018 Burton Upon Trent
3 Days
£995
ITIL® Service Lifecycle - Service Operation 16/04/2019 Burton Upon Trent
3 Days
£995
ITIL® Service Lifecycle - Service Operation 23/04/2019 Burton Upon Trent
3 Days
£995
ITIL® Service Lifecycle - Service Operation 07/05/2019 Burton Upon Trent
3 Days
£995
ITIL® Service Lifecycle - Service Operation 28/05/2019 Burton Upon Trent
3 Days
£995
ITIL® Service Lifecycle - Service Operation 27/08/2019 Burton Upon Trent
3 Days
£995
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About Burton upon Trent

Burton upon Trent is a city located on the brook Trent in East Staffordshire, England. It is near to Derbyshire. It was attaining a populace of 72,299 in 2011. This city is well known for manufacturing beer. Burton Bridge was also the place of two fights (Edward II overwhelmed the rebel Earl of Lancaster and royalists apprehended the town during the First English Civil War). William Lord Paget and his descendants were accountable for spreading the manor house within the abbey grounds and simplify the flow of the River Trent Steering to Burton. Burton is developed as a busy market town by the early contemporary period.

Government:

It is the administrative center for the region of East Staffordshire and procedures part of the Burton constituency. The local Member of Assembly is the Traditional Party's Andrew Griffiths, who has designated the Burton constituency since May 2010. The Traditionalists separated the seat from Labor in the 2010 general election with an 8.7% swipe.

Burton was joint as a civic area in 1878. The mutual area was alienated between the counties of Derbyshire and Staffordshire (the Local Government Act 1888 combined the total of the area in Staffordshire, comprising the former Derbyshire parishes of Stapenhill and Winshill). It advanced a county borough in 1901, having affected the 50,000 population mandatory.

It never meaningfully surpassed the population of 50,000, and at a population of 50,201 in the 1971 review was the smallest county area in England after Canterbury. The Local Government Commission for England optional in the 1960s that it be demoted to a non-county area within Staffordshire, but this was not practical. Under the Native Government Act 1972, the town industrialised on 1 April 1974, an upraised area in the new region of East Staffordshire.

Geography:

Burton is around 109 miles to north-west of London, about 30 miles northeast of Birmingham, the United Kingdom’s second main city and which is about 23 miles east of the county city Stafford. It is located at the easternmost part of the county of Staffordshire with Derbyshire. Burton is nearer to Derby than it is to Stafford. It is also near the south-eastern position of the Trent and Mersey Canal. The town centre is on the western set of the River Trent in a vale lowest, and its regular promotion is about 50 meters above sea level, the village of Winshill and the region of Stapenhill upsurge to 130 m and 100 m congruently.

Demography:

The town had a projected populace of 43,784 in the 2001 Study. Stapenhill and Winshill were preserved distinctly and had a further population of 21,985 version to this source. According to the 2001 review, 71% of the town's population categorise themselves as Christian, 12% as a nonbeliever or hesitant and 8.5% Muslim. In the 2011 Survey, the population of the town, now preserved exclusively, came to 72,299.

 

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Locations Availability

ITIL® Service Lifecycle - Service Operation Availability

STILL IN DOUBT?

FREQUENTLY ASKED QUESTIONS

What is ITIL®?

ITIL® (Information Technology Infrastructure Library) is a widely accepted approach to IT service management which helps businesses ensure their IT services are aligned with their needs and support their core processes. It provides numerous benefits such as controlled infrastructure services, improved decision making, financial management, clear organisational structure, high availability and better customer satisfaction.

Does the course include exams?

All our classroom ITIL® courses include exams as part of the course.

What forms of payment do you accept?

We accept all major credit cards including MasterCard, VISA and American Express. We also accept payment by cheque or wire transfer.

What time shall I arrive at the venue?

Please arrive at the venue for 08:45am.

What are the hours of the course?

Training hours are approximately 9am – 5pm.

What is the latest date that I can sign up for the class?

You can sign up for the course up until the day before class begins. However, we have limited seating capacity and many of our courses fill up well in advance. We therefore advise students to register at least a few weeks before the course begins.

OTHER RELATED INFORMATION

ITIL® Lifecycle Phases

ITIL® lifecycle phases:

There are five phases of ITIL® lifecycle which are explained as:

Service Strategy:

This phase comprises the knowledge of prioritisation and clarification of investments of service-providers in services. The... Continue Reading

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