A Quick Glance

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    Become ITIL® Expert with our ITIL® courses

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    Delivered by experienced and certified trainers in luxury venues

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    Deliver effectively and efficient IT services within the organisation

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

Every IT organisation seeks for effective and efficient service delivery to improve the organisational performance and customer satisfaction. ITIL® training includes an ITIL® intermediates courses in which ITIL® Service Lifecycle- Service Operation is one of the certification in ITIL® Service Lifecycle stream. It includes the fulfilment of customer’s requests, fixing problems, as well as carrying out operational tasks.

Pentagon Training introduces ITIL® Service Lifecycle- Service Operation training in which the delegates will get to know about principles, processes, functions and operational activities needed to enhance the output of the organisation or to lead the market. 

Who should take this course

ITIL® Service Lifecycle - 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

 

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Prerequisites

The professional must hold ITIL® Foundation Certificate before attending ITIL® Service Lifecycle - Service Operation Course.

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What Will You Learn

After ITIL® Service Lifecycle - 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
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What's included

  Course Overview

Pentagon Training’s ITIL® Service Lifecycle - Service Operation course help the delegates to 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 phases. The candidates will have a clear understanding of the concepts and terminologies used in life cycle so that they can implement them within their organisation to enhance productivity. During the course, our certified trainer will focus on the various methods and techniques using which the delegates will learn to manage and monitor the performance of products and services in the organisation.

 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 help the delegates in getting a deep understanding of the subject. 

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. 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.

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  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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ITIL® Service Lifecycle - Service Operation Schedules

Course Name Duration Dates Price
ITIL® Service Lifecycle - Service Operation 3 Days Cardiff
26-10-2020
£3294.00

About Cardiff

Cardiff is the capital of Wales and the 11th largest city of U.K. It is the country’s chief commercial center and the base for most natural cultural and sporting institutions. The population of Cardiff equals 1/3rd population of the entire Welsh area. National Geographic ranked it at number six among alternative tourist destinations. It also happens to be a part of the Eurocities network.

Sports

The city of Cardiff is full of various sporting venues.

Cardiff was awarded the title of the European City of Sport twice. It had successfully hosted major international sporting events in 2009 and in 2014. The Millennium Stadium, in the 2012 Summer Olympics, hosted 11 football matches and also the games' opening event. It also hosted the men's bronze medal match as well.

Government

Cardiff has been under the control of the City and County Council of Cardiff since the local government was reorganised in 1996. Every four years, the citizens of Cardiff elect 75 councillors for the next term.

Between the 2004 and 2012 elections, none of the political parties could gain a full majority to lead the Cardiff County Council. During this period a joint partnership administration existed. The administration constituted of the Liberal Democrats and Plaid Cymru. In 2012 the Labour Party achieved an absolute majority of leading the County Council.

Cardiff is divided into various communities with each one of them having their own community council. Those which do not have a community board of their own are managed by Cardiff City Council. They are:

  • Lisvane
  • Old St Mellons
  • Pentyrch
  • Radyr and Morganstown
  • St Fagans
  • Tongwynlais

Telephone

The dialling code for Cardiff and the surrounding towns of Penarth, Dinas Powys and Caerphilly is 029. If a call is made locally, the dialing code is not required. Before 22nd April 2000, when the Big Number Change took place, the area had a six-digit number system with a zone code of 01222 . Today even there is a misconception among the citizens of Cardiff regarding the length of the number as well as the format of the telephone number.

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