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 29/05/2018 Kingston upon Hull
3 Days
£4499
ITIL® Service Lifecycle - Service Operation 28/08/2018 Kingston upon Hull
3 Days
£4499
ITIL® Service Lifecycle - Service Operation 27/12/2018 Kingston upon Hull
3 Days
£4499
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About Kingston upon Hull

Kingston upon Hull is a city located in East Riding of Yorkshire, England. Situated on River Hull, 40 km inland from the North Sea it has a population of 260,220.

In the 12th century, this town was discovered. The Monks of Meaux Abbey required a port from where wool from estates could be exported. These monks chose a place at the confluence of rivers Humber and Hull to construct a quay.

Nothing is specifically known about the foundation of the town but it was first mentioned in 1193. It was renamed Kings-town-upon Hull by King Edward 1 in 1299. Hull has been a military support port, market town, whaling and fishing centre and industrial metropolis. In English Civil Wars, Hull was an early theatre of battle. William Wilberforce took a significant part in the abolition of slave trade done in Britain.

From 1902, the city is unique in the United Kingdom has had a municipally owned telephone system. After facing massive damage during Second World War. At the beginning of 21st century the city saw large amounts of new spending in different sectors.

Tourist attractions of Kingston Upon Hull include Museum Quarter, Old Town, The Deep, Hull Marina that i a city landmark. Redevelopment of Ferensway, include the opening of St Stephen’ Hull and new Hull Truck Theatre. Sports in Kingston Upon Hull include Football and Rugby. KCOM study houses Hull City football club and Hull FC rugby league club. Hull is home to English Premier Ice Hockey League Hull Pirates.

The University of Hull was instituted in 1927, and now It has more than 16000 students. As of date, it ranks as the best university in the Yorkshire and Humber region, and is located in Newland suburb in the north-west of the city.

In 2013, it was announced that Hull would be 2017 UK City of Culture.

In 2015, it was announced that Ferens Art Gallery would host prestigious annual art prize called the Turner Prize in 2017. After this, the prize was held outside London every year.

History

The population of Hull in 1901 was 239,000, and it continued to increase. City Hall was built in 1909 and Guildhall in 1916. During 20th century facilities in Hull improved. In the 1920s and 1930s, slum clearance started in the centre of Hull. Many new council houses were built on West, North and East of the city. At the beginning of 20th-century various houses in Hull didn’t have flushing facility. In 1929, fences of Hull were extended to include part of Anlaby and Sutton. Queens’s gardens were laid out on a site filled in the dock. Hull suffered depression in the 1930s, and many Dockers got unemployed, in the ship building industry. In 1954, Hull University was founded. In 2001 an aquarium called The Deep was opened in Hull. Later at the beginning of 21st century, various parts of Hull were regenerated. Fish Market of Hull was closed in 2011. In 2017 Hull became UK City of Culture. Now the population of Hull is 258,000.

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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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