UPGRADE YOUR SKILLS

THE LEARNING CURVE

01 Course Pre-requisites

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

Show More

03 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).

 

Show More

02 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
Show More

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
Show More
COURSE EVENTS, LOCATIONS & PRICES

THE SCHEDULES

Search for more related course schedules

Course Name Dates Duration Price Book Online
ITIL® Service Lifecycle - Service Operation 29/05/2018 Carlisle
3 Days
£4499
ITIL® Service Lifecycle - Service Operation 28/08/2018 Carlisle
3 Days
£4499
ITIL® Service Lifecycle - Service Operation 27/12/2018 Carlisle
3 Days
£4499
Show entries

About Carlisle

Carlisle is the county town of Cumbria. Precisely in Cumberland. It is also the administrative centre of the City of Carlisle region in North West England. Carlisle is located where the river Eden, Caldew and Petteril meet. It is 10 miles south of the Scottish boundary. It is the chief reimbursement in Cumbria. Carlisle benefits as managerial centre for both Carlisle City Council and Cumbria County Council. During the 2001 review, the population of Carlisle was 71,773. In Wider city around 100,734 were residing. In the 2011 study, the city's populace had amplified to 75,306, with 107,524 in the broader city.

The original history of Carlisle is clear by its rank as a Roman payment, established to help the forts on Hadrian's Wall. Through the Middle Ages, because of its nearness to the Realm of Scotland, Carlisle industrialised evocatively armed stranglehold. Carlisle Castle, still moderately complete, was constructed in 1092 by William Rufus, and once assisted as a custodial for Mary, Queen of Scots. The castle now relations the Duke of Lancaster's Regiment and the Border Regiment Museum. In the early 12th century, Henry I allowable the base of a monastery in Carlisle. The town shaped the rank of a city when its diocese was shaped in 1133, and the cloister developed Carlisle Church.

Governance:

Carlisle has imprisoned city status since the Middle Ages and an area electorate or administrative area for periods, at one time recurring two MPs. In 1835 it developed a common area which was permitted to county area status in 1914. The city's limits have altered numerous times since 1835 the last time in 1974 when under the Local Government Act 1972 the city area compound with the Border Rural Area to produce the new swollen City of Carlisle, a non-metropolitan area of Cumbria.

The municipal area enclosed many civil collections or parts of parishes, but these were compound into a single civil parish of Carlisle in 1904. The present day urban part is proprietary as an upraised area except for the borders which are in Stanwix Rural, Kingmoor and St Cuthbert Without parishes. Carlisle was ineffectively helpful to produce a Lord Mayoralty in 2002. An iconic structure in Carlisle, it may be destroyed, and the nearby area transformed.

Climate:

Carlisle observes an oceanic weather. In January 2005 Carlisle was smashed by strong storms and heavy rains. On Saturday 8 January 2005 all roads into Carlisle were locked owed to plain inundating, the worst since 1822, which shaped three deaths. Less plain but still important inundating happened in 2009, but due to Storm Desmond, even inferior flooding than 2005 harshly affected Carlisle between Friday 4 and Sunday 6 December 2015. During this time, nearly 36 hours of continuous rainfall broke flood defences and left various parts flooded - including Bitts Park, Hardwicke Circus and Warwick Road. This left the well-known Sands Centre, stranded from the rest of the city. As many other areas of Cumbria were also severely pretentious, all trains to Scotland were postponed forever. Trains on the West Coast Principal going no extra than Preston, as nearby Lancaster hurt flooding and malfunctions with electricity supply. Prime Minister David Cameron remained the city on 7 December 2015 to measure the damage, irresistible previous called an emergency Cobra meeting.

Show More
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

Cookie Policy - To give you the best possible experience, this site uses cookies. Continuing to use this site means that you agree to our use of cookies.  Okay, I accept