ITIL® Service Operation

This course is for students who have completed their ITIL® Foundations certification and wish to gain deeper insights into the processes, challenges, critical success factors and benefits of Service Operation within the ITIL® framework.
Course info
Rating
(122)
Level
Intermediate
Updated
Jul 12, 2013
Duration
4h 37m
Table of contents
Introduction and Review
Introduction to Service Operation
Service Operation Principles
Event Management
Incident Management
Problem Management
Access Management
Request Fulfillment
Common Service Operation Activities Part 1
Common Service Operation Activities Part 2
Organizing for Service Operation Part 1
Organizing for Service Operation Part 2
Implementation of Service Operation
Scenario Based Examples 1
Scenario-Based Examples 2
Scenario-Based Examples 3
Scenario-Based Examples 4
Description
Course info
Rating
(122)
Level
Intermediate
Updated
Jul 12, 2013
Duration
4h 37m
Description

This course is for students who have completed their ITIL® Foundations certification and wish to gain deeper insights into the processes, challenges, critical success factors and benefits of Service Operation within the ITIL® framework. It is primarily aimed at leaders and practitioners who deliver quality service management practices. Topics include the value of Service Operation to the business, how the areas of Service Operation interface with other processes, and the workflows for event, incident, problem, and access management. The main target group for the ITIL® Expert Qualification: Service Operation Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of operation activities within the Service Lifecycle. Qualification Level: Intermediate (Lifecycle stream). ITIL® and PRINCE2® are registered trade marks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

About the author
About the author

Lowell Amos is a seasoned ITSM professional with 20 years of practical experience.

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