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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02 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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03 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 27/12/2018 Wokingham
3 Days
£995
ITIL® Service Lifecycle - Service Operation 16/04/2019 Wokingham
3 Days
£995
ITIL® Service Lifecycle - Service Operation 23/04/2019 Wokingham
3 Days
£995
ITIL® Service Lifecycle - Service Operation 07/05/2019 Wokingham
3 Days
£995
ITIL® Service Lifecycle - Service Operation 28/05/2019 Wokingham
3 Days
£995
ITIL® Service Lifecycle - Service Operation 27/08/2019 Wokingham
3 Days
£995
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About Wokingham

Wokingham

Wokingham is a historic market city in Berkshire, England. It is 39 miles west of London, 8 miles north of Camberley, 4 miles west of Bracknell and 7 miles south-east of Reading. According to 2011 census, Wokingham had a population of 30,690. Before 1974 reorganisation of local government, Wokingham was a borough, and later it was merged with Wokingham Rural District to form new Wokingham district. Borough gained its status in 2007.

Governance

On the entrance of Town Hall, Arms of Wokingham Town Council is displayed. Northern Wokingham which is centred on Ashridge was a separate part of Wiltshire. This area expanded well into the town centre, the area where Dowlesgreen, Bean Oak Estates and Norreys are currently located until transferred to Berkshire in 1844. The Older parish was partitioned in 1894 into rural and urban civil parishes. Since 1998 this area has been a unitary authority area. It consists of 54 elected councillors and is managed by one councillor who is elected annually to become the chairman of the council. Elections for the council are held in three out of every four years, with the conservative party having majority since 2002 election. Offices of Borough Council are based at Shute End in Wokingham town. This council is elected every four years, and it comprises of twenty-five councillors that represent Norreys, Wescott, Evendons and Emmbrook. Every year one person is elected as mayor. The current town hall was constructed in 1860 on Guildhall site. Since 1987, Wokingham Constituency’s MP is John Redwood.

Education

Wokingham has four state secondary schools. The emmbrook school is a coeducational school, computing and maths college. St Crispin’s School is also a coeducational school which is a computing and maths college. Forest School is a boys school which is an Enterprise and Business College. There are various Private Schools in Wokingham. In 1945 Holme Grange School was founded for boys and girls aged 3-16 years. At Luckley House in 1918, Luckley House School was established for girls of age group 11-18. In 1937 Ludgrove School moved to Wixenford House. The oldest school in Wokingham Borough is Reading Blue Coat School founded in 1666. It is a boys school until age 16 when it becomes mixed sixth form. Bluecoat is located in Sonning Village since 1946. The village of Sonning has been a catchment area of South Oxfordshire and Berkshire. 

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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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