Service Operation (SO)
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Service Operation(ITIL-SO)

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Academy of Management & Science (AMS)
House # 89/E, Road # 13/C, Block # E, Banani, Dhaka 1213, Bangladesh
Telephone: +880 (2) 9891190, +880 (2) 8836875, Cell No: (88) 01680878839, (88) 01193070284

Resource Person

Subha Nandi is a renowned IT Infrastructure, IT Governance & Complaince consultant having major certifications as ITIL Expert (V3) , COBIT, PRINCE2, ITIL Service Manager, MCP (Microsoft Certified Professional),BS7799/ISO 27001 Certified Lead Auditor, Cambridge Certified Security Professional, Certified Novell Engineer (CNE) on Novell NetWare 3.x, 4.x and 5.x,

He is an ITIL Expert (v3.0); worked as an Account Manager cum Senior Consultant in Major Banks in the African continent. Previously associated with E bookers Plc. (Technovate e Solutions Pvt. Ltd.) as Project Manager, Data Centre (Reporting to CIO). Insightful knowledge in systems / server management (Microsoft, AS400, etc.), Data Centre Design and Implementation, Planning IT security, maintenance of hardware, User account administration and setting up of Privileges, etc. Vendor Management for majors including Microsoft, HP, Dell, IBM. Hands on experience in end user trainings.

An effective communicator with strong team management, analytical and problem-solving skills. Comfort in interacting and working with people from cross-cultural and multi-lingual backgrounds. Gap assessments and Process improvements as per ISO 20000, aligned towards ITIL framework. Conducted over 1000+ hours of IT Service Management and Information Security trainings for Internal as well as External parties. He is an expert in ITIL Consultancy & Infrastructure Management.

Currently working as Principal Consultant for Process Consulting. Previously Worked with Tech Mahindra Limited as a Project Manager. Also worked as Manager Infrastructure and Technical analyst in various company like technovate e Solutions, Fidelity Technology India Pvt. Ltd. He has been invited by NASSCOM (National Association of Software and Service Companies) to Present on ISO 20000 implementation at Tech Mahindra, Kolkata in the 18th Eastern Regional Quality Meet.

Workshop Details

Academy of Management & Science (AMS)
House # 89/E, Road # 13/C, Block # E, Banani, Dhaka-1213, Bangladesh
Telephone: +880-2-9891190
+880 (2) 8836875
Cell No: (88) 01193070284
(88) 01680878839

Who Can Attend

All the aspiring and current IT/ITes professionals, who has been the IT/ITes service industry for a minimum of 2 years.




PowerPoint Presentation, Interactive Lecture, Case Study, Classroom exercise, Question and Answer session.


Service Operation(ITIL-SO)


Service Operations is the phase where the Services become visible to the Customers. Hence, this is the phase where the actual charging happens. This phase is about “maintaining and sustaining” the ongoing services. A well-managed “Operations” ensure Service Providers spend less time for “Fire-fighting” and rather focus more on “Value Realization”.


You should have passed ITIL Foundation prior before attending this course.


03 Days

Course Objectives:

  • Enable projects avoid incidents by doing Event Management and proactive Problem Management
  • Result in higher customer satisfaction by reducing downtime
  • Provides a well-established mechanism for Service Requests handling
  • Helps in the creation of Organization Units in the form of Functions.

Course Details:

  • Introduction to Service Operation
  • Service Operations Principals
  • Service Operation Processes
  • Common Service Operation Activities
  • Organizing Service Operation: Functions
  • Technology Considerations
  • Implementation Considerations
  • Challenges, Critical Success Factors and Risks

Training Calendar

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AMS Campus Facilities

  • Two Air conditioned seminar halls with projector & audio system [Maximum Capacity up to 50 persons] including video recording capacity.
  • Two different PC Labs (Air conditioned)
  • Centralized server
  • Internet / WIFI facilities
  • Practice facilities in LABS
  • Online Exam Centre
  • Cafeteria & Own cook facility
  • Large lobby with natural surroundings
  • Huge Parking Space
  • Waiting Lounge
  • Distance education facilities
  • Printer, Scanner etc logistics facilities
  • Special Guest Room
  • Registration Booth Arrangement Space
  • 3 Star Accommodation arrangements for foreign guests on demand in walking distance from the center.
    ………and many more

Contact AMS

Academy of Management & Science (AMS)
House #450, Road # 31, New DOHS,Mohakhali, Dhaka-1206, Bangladesh
Cell No: (88) 01616004108
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Academy Location