IT organizations need to ensure that their services are operating properly. Service Operation processes are important because they enable organizations to correctly perform, manage, and control their day-to-day operations. This course is intended to help learners understand the Service Operation processes within the ITIL® Service Lifecycle. This course will assist the learner in preparing for the ITIL® V3 Foundation Level certification and is aligned with the ITIL® V3 Foundation Syllabus v4.2. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL V3 Foundation Level exam.
Expected Duration (hours)
ITIL V3 Foundation Syllabus v4.2: Service Operation Processes
- recognize how to measure effective Incident Management
- sequence examples of the steps in the Incident Management process
- recognize how to respond to an incident in a given example
- recognize examples of event types
- identify the terms pertaining to Access Management
- identify Request Fulfillment objectives and responsibilities
- recognize how to handle problems using the Known Error Database
- match the Problem Management roles with responsibilities
- recognize Service Operation process objectives and terms and how to handle a problem in a given example