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Processes required to deliver services

Processes required to deliver services to the business | Skillmetrix

Understand the processes required to deliver services to the business

Introduction to The ITIL Service Operation course focuses on how to deliver value to customers and users by managing the operation of services. This three-day course will help you to understand the processes and functions needed to keep IT services up and running in the most efficient manner, including Incident, Problem and Event Management. The course also explains how operations staff should be involved in processes which have their home in other parts of the Service Management Lifecycle, such as Service Level Management.

Course Outline:

This course is made up of the modules listed below. Each module aims to help you understand each section and give you a full understanding of each subject.

  • Introduction to Service Operation – covers the introduction of the core concepts and terminology of Service Operation in relation to the execution and co-ordination of the activities and processes required to deliver, manage and support services at agreed levels to business users and customers
  • Service Operation Principles - all aspects related to operations are covered including achieving balance in Service Operation, providing good service, involvement in other lifecycle stages and operational health
  • Service Operation Processes –this covers the managerial and supervisory aspects of the ITIL® processes covered in the Service Operation stage (but exclude the day-to-day operation of the processes which is covered in the Operational Support and Analysis Capability (OSA) Capability module).
  • Common Service Operation Activities - this unit covers the activities commonly performed in Service Operation on a day-to-day basis
  • Organizing for Service Operation – in this unit we explore the organization of Service Operation through the Service Operation functions (e.g. service desk, technical management, IT operations management and application management) and map these functions to roles, responsibilities and activities as well as organizational structures.
  • Technology Considerations - this unit covers technology as part of implementing service management process capabilities. It also covers the special technology functions and features that are related to Service Operation practices.
  • Implementation of Service Operation - this unit covers how implementation considerations contribute to Service Operation.
  • Challenges, critical success factors and risks - looks at what difficulties and challenges may be ahead, and what measurements need to be put in place in order to ensure targets are met.

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