ITIL Service Operation Courses & Training UK | ITIL.org.uk | Ipswich
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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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).

 

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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
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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 28/08/2018 Ipswich
3 Days
£995
ITIL® Service Lifecycle - Service Operation 27/12/2018 Ipswich
3 Days
£995
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About Ipswich

Ipswich

Ipswich is a town in Suffolk, England and is situated on River Orwell. Ipswich has been occupied since Saxon Period. Ipswich has been one of the major port of England and famous for the whole history.

It is a non-metropolitan district. Urban development of this city cross borough boundaries with 75% of town population living in the borough at that period. During 2011 census, it was the fourth largest urban area located in the United Kingdom. It is 42nd largest urban area in England and Wales. According to 2011 census, Ipswich had a population of 133,384. The  Ipswich developed area is estimated to have a population of around 180,000.

The new name of this town was derived from the ancient name Gippeswic, and It was taken from Old Saxon name or the previous name of Orwell estuary. Earlier it was known as Gyppewicus and Yppswyche.

Government

Council offices of Ipswich Borough is located at Grafton House on Russell Road. The government of Ipswich is governed locally by tow tier council system. Ipswich Borough Council performs district council functions like collecting refuse, housing and planning. Suffolk County Council provides the services like education, transport and social services.

Ipswich is covered by two parliamentary constituencies Ipswich and Central Suffolk and North Ipswich. Ipswich cover about 75%, and according to June 2015, MP Ben Gummer represents it. The  Central Suffolk and North Ipswich includes rest of the 25% and MP Daniel Poulter represents it.

Borough council in April 2006 thought about converting Borough into a unitary authority. From 1889 to 1974, Ipswich had constituted County Borough. The four towns of Norwich, Exeter, Oxford and Ipswich united to campaign for unitary authority status. It was hoping to make use of opportunity presented by Local Government White Paper in October 2006. Ipswich was one of the 16 shortlisted councils in March 2007.

Education

There are various State Funded Secondary Schools in Ipswich. These include Northgate High Schools, Copleston and others. Ipswich is also home to various Independent schools.  The Royal Hospital School, Ipswich High School, St Joseph’s College and Ipswich School forming a part.

For higher and further  education in Suffolk, New College is there which is located in Ipswich. It serves students from the town and wider area. There is also sixth form College that serves students from the same area.  

The University of Suffolk is also located in Ipswich. Suffolk’s first Higher Education Institution (HEI) was established in 2007. It was the collaborative venture involving  two universities and many other colleges. The University recieved its Degree Awarding Powers in November 2015. It was granted university status in May 2016. The University was later renamed as the University of Suffolk in August 2016 from the University Campus Suffolk.

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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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