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Course Details

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IT Service Operations

Course Description

The IT Service Operations course is designed to equip IT professionals with the knowledge and skills required to manage and optimize day-to-day IT services effectively. Centered around real-world operational practices, this course explores essential functions such as incident, event, access, and problem management, while integrating modern frameworks like DevOps, Agile, and AIOps.

Participants will learn how to deliver stable, reliable, and high-quality IT services that align with evolving business goals. The course emphasizes proactive service delivery, automation, customer experience, and the importance of continual improvement within operations. It is ideal for professionals aiming to enhance service availability, minimize downtime, and ensure seamless IT operations in dynamic digital environments.

What You’ll Learn
  • Understand the core functions and processes involved in IT service operations
  • Manage incidents, problems, and service requests effectively to minimize disruptions
  • Apply modern monitoring and event management strategies, including AIOps and predictive analytics
  • Enhance user satisfaction through efficient service desk operations and automation tools
  • Implement secure access and identity management aligned with compliance standards
  • Integrate IT operations with DevOps and Agile delivery pipelines for improved collaboration
  • Measure service performance using key metrics and dashboards for continual improvement
  • Develop operational strategies for service continuity, availability, and disaster recovery
  • Navigate challenges of digital experience monitoring and remote support
  • Build a resilient IT operations environment that supports innovation and business agility

Course Curriculum

  • Introduction to IT Service Operations

    • Overview of IT Service Management (ITSM) in the operational context

    • Importance of service operations in the service lifecycle

    • Key objectives and benefits of effective service operations

    • Role of IT operations in customer experience and business continuity

  • Core Concepts of Service Operations

    • Definition and scope of service operations

    • Key functions, processes, and roles in operations

    • Relationship with other service lifecycle stages

    • Operational challenges in modern digital environments

  • Service Operation Functions
    Service Operation Functions

    • IT Operations Management

      • IT Operations Control

      • Facilities Management

    • Technical Management

      • Role in infrastructure support

      • Technology lifecycle and innovation

    • Application Management

      • Application support models

      • DevOps and continuous deployment alignment

    • Service Desk

      • Tiered support structure

      • Self-service and chatbot integration

  • Incident and Request Fulfillment Management

    • Managing incidents effectively for rapid resolution

    • Incident logging, prioritization, and escalation processes

    • Request fulfillment workflows and user experience design

    • Leveraging automation and AI for incident response (AIOps)

  • Problem Management

    • Differentiating incidents and problems

    • Root Cause Analysis (RCA) techniques (e.g., 5 Whys, Fishbone)

    • Proactive and reactive problem management

    • Integration with knowledge management systems

  • Event and Monitoring Management

    • Understanding events, alerts, and thresholds

    • Event correlation and response using AIOps tools

    • Real-time monitoring and predictive analytics

    • Digital Experience Monitoring (DEM) trends

  • Access and Identity Management

    • Importance of secure access control in operations

    • Identity lifecycle and user provisioning

    • Role-Based Access Control (RBAC) and Zero Trust models

    • Compliance with GDPR and other regulatory standards

  • Continual Improvement in Operations

    • Using operational data for service improvements

    • Metrics and KPIs for service performance

    • Feedback loops from operations to strategy

    • Operational dashboards and reporting

  • Integrating Agile, DevOps & ITSM in Operations

    • Adapting operations to fast-paced DevOps environments

    • Supporting agile development through responsive operations

    • CI/CD pipeline support in service operations

    • Balancing stability with speed

  • Service Continuity and Availability

    • High availability planning and redundancy models

    • Incident recovery and service resilience

    • Business continuity planning and disaster recovery

    • SLAs, OLAs, and underpinning contracts

     

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Chronolearn

Developer

I am a web developer with a vast array of knowledge in many different front end and back end languages, responsive frameworks, databases, and best code practices

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Title From Date To Date Cost
Upcoming Classes 2025-05-24 2025-05-26 ₹34999
Upcoming Classes 2025-06-21 2025-06-23 ₹34999
Upcoming Classes 2025-07-19 2025-07-21 ₹34999
This Course Fee:

₹64,999.00

₹75,000.00
Course includes:
  • img Level
      Intermediate Expert
  • img Duration 24h
  • img Passing Marks 75
  • img Exam Duration 1h 30m
  • img Certifications Yes
  • img Language
      English German Arabic French Spanish
  • img Access 90 Days
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