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 27/03/2018 Luton
3 Days
£4499
ITIL® Service Lifecycle - Service Operation 03/04/2018 Luton
3 Days
£4499
ITIL® Service Lifecycle - Service Operation 08/05/2018 Luton
3 Days
£4499
ITIL® Service Lifecycle - Service Operation 29/05/2018 Luton
3 Days
£4499
ITIL® Service Lifecycle - Service Operation 28/08/2018 Luton
3 Days
£4499
ITIL® Service Lifecycle - Service Operation 27/12/2018 Luton
3 Days
£4499
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About Luton

Luton

Luton is a large town located in Bedfordshire, England. Luton is 14 miles west of Stevenage, 30 miles north-west of London, 20 miles east of Aylesbury and 22 miles south-east of Milton Keynes. In 1938 London Luton Airport was opened which is one of the Britain’s major airports. Luton has two League team namely Luton Town Football Club, its history includes various spells in the top flight of Football League Cup triumph as well as English league in 1988. 

Luton was known for Hat Making, and it also had large Vauxhall Motors Factory. In 1905 Car Production started at the plant, and it continued until 2002.  Largest one-day carnival in Europe namely Luton Carnival is held on the Whitsun May Bank Holiday.

History

During the 20th century, hat making industry which flourished for so long ultimately declined because new industries came into Luton. One of them was engineering. In 1905 Vauxhall came to town. Very soon Luton was known for car manufacturing. At the beginning of 20th-century gas cookers, meters, as well as ball bearings, were made in Luton. During the beginning of the twentieth-century chemical industries also started in Luton. During the end of 1930s Luton was a developing town and had less unemployment than other city and this is due to new industries. In the 20th century, Luton grew rapidly. In 1914 this town had a population of 50000, and by 1960s this population grew to over 130,000.

In the 20th century, conditions in Luton improved. Trams started running in streets of Luton in 1908. In 1920s trams were replaced by buses. In 1909 first cinema in Luton was opened. In 1938 Luton airport was opened. Council bought a Wardown estate in 1904 and made its park. In 1931 Wardown house became museum and art gallery. Town hall was burned down during a riot in 1919. New Town Hall was constructed in 1936. During the 1920s and 1930s Council started demolishing worst slums in Luton and they constructed first council houses.In 1937 New Court House was built.

In 1928 and 1933 boundaries of Luton was expanded to include Stopsley, Limbury and Leagrave. In 1939 Luton and Dunstable hospital was opened. During Second World War Luton was bombed. Around 107 people were killed due to German bombing, and over 1500 were damaged. After the end of the war, Luton Council replaced damaged houses by constructing new homes. At Farley Hill, Limbury, Stopsley and Leagrave, Estates were built. In 1962 New Central Library was built in Luton and in 1972 Arndale Centre has been constructed. Luton was made unitary authority in 1997, and Galaxy Leisure Complex was opened in 1998. The new railway station and Luton Airport Parkway was built in 1999. In 2002 Car Production ended in Luton. St Georges Square was reconstructed in 2007. Now the population of Luton is 255,000.

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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