A Quick Glance

  • black-arrow

    Become ITIL® Expert with our ITIL® courses

  • black-arrow

    Delivered by experienced and certified trainers

  • black-arrow

    Deliver effectively and efficient IT services within the organisation

  • black-arrow

    Learn various principles and processes required to improve the quality of the service

  • black-arrow

    Pentagon Training’s ITIL® courses are accredited by PeopleCert

  • black-arrow

    Technical assistance will be provided through-out the training session

Effective and efficient delivery of services plays a major role in the success of almost every IT organisation. ITIL® includes an ITIL® intermediates courses in which ITIL® Service Operation is one of the certification within the ITIL® Service Lifecycle. It includes the fulfilling of customer’s requests, fixing problems, as well as carrying out operational tasks.

Pentagon Training introduces ITIL® Online Service Operation training in which the delegates will get to know about principles, processes, functions and operational activities needed for enhancing the performance. 

Exam

The delegates will have to pass an examination that will be conducted at the end of the training to measure the level of knowledge or understanding attained during the course. The exam will be of 8 Scenario based Multiple Choice Questions (MCQ’s), each question has four options, one has to select one correct answer out of it. Your performance will be measured by the number of correct answers you attended.          

You will need to have 7o percentage marks to clear the exam. Our experienced and certified trainers will make sure that the delegates have gone through all the concepts of the subject so that they can easily clear the exam in the first attempt.              

The exam will be of 90 minutes, and you need to complete all questions within that time only. No extra time will be provided for any reason.

The language used in the exam would be English. In case, someone is not comfortable with English; we can try to provide the exam in another language by consulting our trainer. Selection of language depends upon the comfort of the trainer.

All details regarding exam will be provided during the training before the exam. If you still have some query, you can contact our help and support team anytime.

Who should take this course

ITIL® Online Service Operation course is best suited for the following audience:

  • Database Administrator
  • IT Operations Managers
  • Network support and security manager
  • Service desk and incident manager
  • Security Administrator
More

Prerequisites

The professional must hold ITIL® Foundation before attending ITIL® Online Service Operation Course.

More

What Will You Learn

After ITIL® Online Service Operation course, you will be able to:

  • Identify the purpose, objectives, scope and value of Service Operations to the business
  • Determine the involvement of Service Operation staff with another stage of service lifecycle
  • Get to know about how Service Operation is organised and how its functions are structured
  • Identify the risk, challenges, and success factors associated with the Service Operations
More

What's included

  Course Overview

Pentagon Training’s ITIL® Online Service Operation course in which the delegates will learn about coordination and execution of activities for enabling the ongoing management and operation of the products and services developed during the service strategy, design and transition phases of the ITIL® Service Lifecycle. The candidates will have a clear understanding of the concepts and terminologies so that they can implement the concepts within their organisation to enhance productivity. During the training session, our certified trainer will focus on the various methods and techniques using which the delegates will learn to manage the performance of products and services in the organisation.

More

  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 Fulfilment 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
More


Packages & Prices

ITIL® Online Service Operation Enquiry

 

Enquire Now


----- OR -------

Reach us at +44 1344 961530 or info@pentagonit.co.uk for more information.