Cambridge
Academy
In London

INTRODUCTION

Advanced IT Operations & Service Reliability is designed to provide professionals with a comprehensive understanding of how modern IT environments are managed, maintained, and continuously improved. As organizations increasingly depend on digital platforms, cloud infrastructure, and integrated systems, effective IT operations and reliable service delivery have become essential to business stability and organizational performance. This course focuses on advanced operational frameworks, reliability-driven practices, and structured management approaches that enable organizations to minimize downtime, improve service quality, and support long-term digital sustainability.

TARGET AUDIENCE

IT managers and IT operations leaders

Service delivery and service management professionals

Infrastructure, systems, and network engineers

IT support and operations teams

Business continuity and disaster recovery specialists

Digital transformation and technology leaders

COURSE OBJECTIVES

Understand advanced IT operations models and operating structures

Apply service reliability principles to improve system stability and availability

Strengthen incident, problem, and service disruption management capabilities

Design resilient IT environments that support business continuity

Improve operational efficiency through optimization and automation

Align IT operations with organizational strategy and service expectations

COURSE CONTENT

Unit 1 Foundations of Advanced IT Operations

Evolution of IT operations from traditional support functions to strategic enablement

Role of IT operations in organizational performance and digital transformation

Core components of effective IT operations management

Integration of operations with governance, risk, and compliance requirements

Key performance indicators for measuring operational efficiency and service quality

Common operational challenges in complex IT environments

Unit 2 IT Service Reliability and Performance Management

Concept and importance of service reliability in digital organizations

Differences between availability, reliability, performance, and scalability

Principles of service reliability engineering and reliability-focused operations

Definition and management of service level agreements, objectives, and indicators

Measurement of service performance and user experience impact

Relationship between service reliability, customer satisfaction, and business continuity

Unit 3 Incident, Problem, and Root Cause Management

Classification of incidents, service requests, and problems

End-to-end incident management lifecycle and escalation models

Major incident management and high-impact disruption handling

Root cause analysis methods for identifying underlying system failures

Post-incident reviews and continuous improvement practices

Stakeholder communication during service disruptions

Unit 4 Operational Resilience, Continuity, and Disaster Recovery

Concept of operational resilience in IT service environments

Design of fault-tolerant and highly resilient systems

Business continuity planning from an IT operations perspective

Disaster recovery strategies based on system criticality

Testing, simulation, and validation of recovery plans

Coordination between IT teams and organizational leadership during crises

Unit 5 Optimization, Automation, and the Future of IT Operations

Continuous improvement approaches in IT operations management

Optimization of operational workflows and service processes

Use of automation to reduce manual workload and operational risk

Introduction to intelligent and data-driven operations management

Building a culture of reliability, accountability, and operational excellence

Emerging trends shaping the future of IT operations and service reliability