Course Details

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ITIL® Service Operation Processes


Overview/Description
Target Audience
Prerequisites
Expected Duration
Lesson Objectives
Course Number


Overview/Description
Organizations need to effectively coordinate, manage, and control their day-to-day operations for providing IT services, and the service operation stage of the ITIL® service lifecycle provides best practices for doing so.In this course you'll learn about the key processes of service operation, including the scope, principles, and steps of the incident management process. You'll also learn about problem management, including best practices for detecting, logging, categorizing, and investigating problems. This course also covers the event management process, request fulfillment processes, and access management.This course is one of a series in the Skillsoft learning path that covers the objectives for the ITIL® Foundation Certificate in IT Service Management. ITIL® is a registered trade mark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.

Target Audience
Information technology professionals who seek to improve and streamline the processes used to support the deployment of information technology within a business organization; individuals preparing for the ITIL® Foundation Certificate in IT Service Management

Prerequisites
None

Expected Duration (hours)
0.7

Lesson Objectives

ITIL® Service Operation Processes

  • identify the purposes of the incident management process
  • identify recommended incident management principles
  • sequence the steps of the incident management process
  • recognize the scope of the problem management process
  • identify the key principles of the problem management process
  • sequence the steps of the problem management process
  • recognize the scope of the event management process
  • distinguish between the three request fulfillment options
  • identify the objectives of access management
  • Course Number:
    acs_01_a08_it_enus

    ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.