ITIL Service Operation Courses & Training UK | ITIL.org.uk | Reading
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 22/10/2018 Reading
3 Days
£995
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About Reading

Located in Berkshire, Reading is a large and historically significant town. It was an important centre of trade as well as religion in the medieval period.The Reading Abbey, considered to be one of the richest monasteries of old England, still has its  12th-century abbey gateway and significant ruins intact. Due to the English Civil War, the town was damaged severely, causing a significant loss in trade.Reading also played an important role in the Revolution of 1688. It is where the revolution's only significant military action was taking place. The Great Western Railway, the brewing business, Readin has baking and seed growing all happened in the 19th century. Now Reading boasts of being a  major commercial centre, that involves information technology a Reading has, despite its nearness to London, a net inward traveller flow.

 Reading came up as a settlement way back in the 8th century.It had become the largest town in Berkshire by 1525 and had a population of around 5000 in the early 17th Century. It was in the 18th century that major iron works in the town came up and the city saw the growth of the brewing business for which Reading is known till date. It was in the 19th century that Reading saw the growth of manufacturing business also.

Economy

A vital commercial centre in the Thames Valley and Southern England, Reading is home to the headquarters of many British companies and UK offices of foreign multinationals. It is also a  major retail centre. Daily Reading has an inflow of 30,000 commuters as compared to 24,000 departures. Large companies such as  Microsoft and Oracle have their headquarters in Reading. Other businesses in Reading are Prudential, PepsiCo and Wrigley. In 2007, an independent poll placed Reading 16th in a league table of best performing retail centres in the UK.

Culture

Reading is known for its Reading Beer Festival which was first held in 1994 and is now known to be one of the largest beer festivals in the UK. It takes place at King's Meadow for the five days immediately preceding the May Day bank holiday every year.  Reading Pride also takes place at Reading, an annual LGBTA festival in Kings Meadow.

Museums

The Museum of Reading which opened in 1883 in the town's municipal buildings contains galleries that showcase the history of Reading and the excavations of Calleva Atrebatum. It also houses a full-size replica of the Bayeux Tapestry, an art collection, and galleries relating to Huntley and Palmers.

Located in East Reading, The Museum of English Rural Life is dedicated to the changing face of rural England. It also has collections of public value. It is not only owned but also managed by the University of Reading, just like the Ure Museum of Greek Archaeology, the Cole Museum of Zoology and the Harris Botanic Gardens. All these museums can be found on the university's Whiteknights Campus.

There is also a small Riverside Museum at Blake's Lock which tells one about Reading's two rivers, the Thames and the Kennet. The Museum of Berkshire Aviation which is located in Woodley houses a collection of aircraft and other accessories relating to the aviation industry in the town.

 

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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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