ITIL Service Opertion Training

ITIL Service Operation Training

  • Overview:
ITIL Service Design best practices enable IT departments to design services and govern practices, policies and procedures that facilitate the introduction of services into a live environment, thereby ensuring quality service delivery, customer satisfaction and cost-effective service provision. In this course, you learn how to plan, implement and optimize the Service Design processes and gain the skills required to take the ITIL Intermediate Qualification: Service Design Certification Exam.

  • Objectives

  • Applying the Incident Management Lifecycle to quickly restore normal operation
  • Enabling internal customers to use a service while protecting against unauthorized access
  • Preventing recurring problems and resulting incidents with effective Problem Management
  • Ensuring decision-making that balances stability vs. responsiveness and quality vs. cost
  • Prepare for and take the ITIL Intermediate Qualification: Service Operation Certification Exam
  • Plan key activities for Service Operation processes
  • Maintain stability in Service Operations while allowing for changes in design, scale, scope and service levels
  • Support operations through new models and architectures such as shared services
  • Evaluate Service Operations processes with critical success factors and key performance indicators

  • You Will Learn How To:

  • Prepare for and pass the ITIL Service Operation (SO) Exam
  • Plan key activities for ITIL Service Operation processes
  • Maintain stability in SO while allowing for changes in design, scale, scope and service
  • Support operations through new models and architectures
  • Evaluate SO processes with critical success factors and KPIs
 
  • Hand-On Experience 
  • Familiarizing yourself with SO foundation terms and concepts
  • Matching SO terms and definitions
  • Determining business value and critical success factors for SO processes
  • Considering SO functions and processes
  • Applying process and technology concepts to a given scenario
  • Daily review sessions and exam practice

  • Pre-requisites
ITIL Foundation Certificate in IT Service Management and completion of an accredited Course from an ITIL Accredited Training Provider.

  • Exams

Type: 8 Complex Multiple choice, scenario based questions
Duration: 90 minutes.
Proctored: Yes
Open Book: No
Pass Score: 70%, 28 out of 40
Delivery: Online

Key features

  • 24 hours of instructor-led training
  • 24 hours of high-quality eLearning content
  • 5 simulation exams (250 questions each)
  • 8 domain-specific test papers (10 questions each)
  • 30 CPEs offered
  • 98.6% pass rate

ITIL Service Operation Training                                             Duration :3 Days

  • ITIL Service Operation: Introduction and Overview
  • Service operation and the overall ITIL lifecycle

  • Principles and objectives
  • Functions and common activities
  • How service operation creates business value

  • Balancing conflicting goals

  • Internal IT vs. external business view
  • Stability vs. responsiveness
  • Quality of service vs. cost of service
  • Reactive and proactive activities

  • Core Service Operation Processes

  • Policies, principles and basic concepts

  • Purpose and objectives
  • Value to business
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Challenges and risks

  • Primary ITIL processes within service operation

  • Event management: active and passive monitoring
  • Restoring normal service quickly through incident management
  • Request fulfillment
  • Managing problems with root cause analysis
  • Access management

  • Common Service Operation Activities
  • Monitoring and control of IT operations

  • Detecting the status of services and CIs
  • Taking appropriate corrective action
  • Console management/operations bridge: a central coordination point for monitoring and managing services

  • Management of the infrastructure

  • Mainframe, server and network management
  • Storage and database administration
  • Managing directory services and desktop support
  • Facilities and data center management
  • Improving operational activities

  • Operational aspects from other lifecycle phases

  • Change, configuration and release
  • Availability
  • Capacity
  • Service continuity

  • Organizing for Service Operation
  • Mapping service operation functions to activities

  • oles and responsibilities
  • Understanding the organizational context

  • Service operation structure

  • Service desk
  • Technical management
  • IT operations management
  • Application management

  • Key functions of the service desk

  • Logging incidents and requests
  • First-line investigation and diagnosis
  • Managing the lifecycle of incidents and requests
  • Keeping users informed

  • Structuring the service desk

  • Local vs. centralized
  • The virtual service desk
  • Follow the sun operation

  • Technology-Related Issues

  • Technology, tools and expertise requirements
  • Defining architecture standards
  • Involvement in the design and build of new services and operational practices
  • Contributing to service design, service transition and continual service improvement projects
  • Evaluating change requests
  • Matching technology to the organizational situation

  • Implementation Challenges and Risks

  • Managing change in service operation
  • Service operation and project management
  • Assessing and managing risk
  • Operational staff in design and transition
  • Planning service management technologies
  • Identifying Critical Success Factors (CSFs)

FAQ

ITIL Service Operation Training

You can enroll for this classroom training online. Payments can be made using any of the following options and receipt of the same will be issued to the candidate automatically via email.

1. Online ,By deposit the mildain bank account

2. Pay by cash team training center location

Highly qualified and certified instructors with 20+ years of experience deliver more than 200+ classroom training.
Venue is finalized few weeks before the training and you will be informed via email. You can get in touch with our 24/7 support team for more details. Contact us Mob no:- 8447121833, Mail id:  [email protected] . If you are looking for an instant support, you can chat with us too.
We provide transportation or refreshments along with the training.
Contact us using the form on the right of any page on the mildain website, or select the Live Chat link. Our customer service representatives will be able to give you more details.

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