Operation Management Essentials For Application Services

Programme Code D28
Applications Management
Learning Partner(s)
2 Days
Format In-person
Application Management Technical Operations Management
Job Roles
Project Manager (Agile) ICT&SS Professional Digital Service Manager


This 2-day programme will cover the essentials of real-world operations management to ensure the smooth running of production applications.  It will include proactive best practices to avoid application incidents (whether big or small), and best practices to quickly resolve and minimise the impact should incidents occur.

With the growing dependence of organisations on IT applications for critical business functions, effective operations management is increasingly important, as incidents can have major widespread adverse impact (e.g. highly publicised system issues for some Singapore organisations, such as banks and even government agencies, in recent years).

The programme will be helpful to all ICT and SS staff who are involved in operations/maintenance management or have responsibility for BAU SLAs (e.g. availability, online response time etc).

The programme will start with real-world best practices to manage and resolve incidents quickly and effectively (even for difficult incidents such as Circle Line signal system incident which was finally resolved by a govt agency, after unsuccessful attempts by many others over a 2-month period).  The course will then progress to more proactive operations management methods that will help reduce the occurrence of incidents in the first place – for example, one of the aspects covered include how to prepare the system and processes so as to avoid high-impact issues such as failure of systems during popular launches (e.g. highly-anticipated new government programmes that many citizens rush to sign up upon launch – similar to concert bookings for popular international stars and the related publicised system failures which we wish to avoid).  The course will also cover how to utilise latest practices such as DevSecOps to make operations management more effective.

Note that you can take this programme on its own without any need to take an ITIL course first (ITIL is the international best practices framework for operations management).  For those who have already taken ITIL courses, this programme is also valuable in providing guidance on real-world effective implementation of ITIL practices.

Some comments from past participants for this course:

  • “All the content is applicable to my day to day work. It helps to ground my knowledge and understanding of practical ops management.”
  • “Chance to learn many new operations-related concepts for future projects.”
  • “The contents were great - so much covered in a short time.”

This programme will cover the following topics:

  • Reactive and proactive management of application services
  • Practical methods to manage Incidents, Events and Problems 
  • Practical methods for Change and Release/Deployment Management so as to have smooth system changes and avoidance of incidents
  • Practical methods for System Configuration Information Management that will facilitate speedy recovery from incidents as well as proactive prevention of incidents
  • Practical methods to optimise Availability and Capacity to proactively reduce/avoid issues of system unavailability or system performance problem (that usually cause negative publicity for the system)
  • Practical methods to optimise Service Level Management and Supplier management to proactively keep service levels up and customers/users satisfied


Full Fee

Full programme fee


9% GST on nett programme fee


Total nett programme fee payable, including GST S$1308

With effect from 1 Jan 2024

Payment for this programme is to NUS-ISS, National University of Singapore.

Upcoming Classes

Class 1
08 Jul 2024 to 09 Jul 2024 (Full Time)
Duration: 2 days
Time : 9:00 AM to 5:00 PM
Class 2
16 Jan 2025 to 17 Jan 2025 (Full Time)
Duration: 2 days
When: Jan - 16, 17
Time : 9:00 AM to 5:00 PM

How To Register


Step 1 Apply through your organisation's training request system.

Step 2 Your organisation's training request system (or relevant HR staff) confirms your organisation's approval for you to take the programme.

Your organisation will send registration information to the academy.

Organisation HR L&D or equivalent staff can click here for details of the registration submission process.

Step 3 GovTech Digital Academy will inform you whether you have been successful in enrolment.


All the content is applicable to my day to day work. It helps to ground my knowledge and understanding of practical ops management. 


The programme provided me with a better structure to organise and articulate practices in operation management.


The different incident and change management techniques and principles learnt were useful.