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 Enquiry

 

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

About Darlington

Darlington in England lies on River Skerne – a tributary of River Tees. The development of the town has mainly been due to the influence of Quaker families in the Georgian and Victorian era who helped with both finance and vision. They also helped to develop the Stockton and Darlington Railway which was the world's first permanent passenger railway. It was also the world’s first steam locomotive powered rail.

The settlement started off as an Anglo-Saxon settlement and even the name “Darlington” derives from the Anglo-Saxon “Dearthington” meaning “the settlement of Deornoth's people”. In 1183, it was an important market place but by the 19th century, it was reduced to a small market town.

The number of seats, in 1939, per head of population in the United Kingdom was the maximum. The city centre went a full refurbishment entitled The Pedestrian Heart, which has seen the majority of the town centre pedestrianised. Initially, people criticised the changes to public transport and removal of Victorian features along High Row. In 2014, the town saw The Majestic, one of the old cinemas, being revamped into a playhouse and theatre.

The King's Hotel, in August 2008, was engulfed by fire, as a result, damaging the roof and 100 bedrooms. Several nearby shops were damaged and remained closed for weeks after the fire. There were no casualties but the hotel could not be re-opened before 2012.

Government

The Borough of Darlington became a unitary authority area in 1997 when the Darlington Borough Council was formed.It separated from the non-metropolitan county of Durham for administrative purposes only, with the town is still coming under the  County Durham for ceremonial purposes. Currently, Darlington is a Labour seat, Jenny Chapman, holding this seat. Alan Milburn, the former Secretary of State for Health under the Tony Blair Labour Government and Michael Fallon, the current Secretary of State for Defence under the David Cameron Coalition Government have been former MP’s for Darlington.

Transport

Airport

The Durham Tees Valley Airport which lies around is 5 miles east of Darlington town centre is the airport serving Darlington. The airport was initially known as Teesside Airport until 2004 as it also serves Teesside along with Darlington. The airport has domestic as well as international flights with the international flights available for many locations across Europe.The airport also has a Fire Training Centre that trains many airport firefighters from all over the UK. The nearest airports are Newcastle Airport (42.3 miles (68.1 km)) and Leeds Bradford International Airport (62 miles (100 km)).

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