ITIL® Service Operation Processes

ITIL® 2011
  • 10 Videos | 40m
  • Includes Assessment
  • Earns a Badge
  • Certification PMI PDU
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As part of their IT service management, organizations need to effectively coordinate, manage, and control their day-to-day operations. The service operation stage of the ITIL® service lifecycle provides best practices for doing so, and needs to integrated in the service design from day one. In this course you'll learn about the key processes of IT 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 (ITSM). ITIL® is a registered trade mark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.

WHAT YOU WILL LEARN

  • 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

IN THIS COURSE

  • Playable
    1. 
    ITIL® Service Operation Processes
    28s
    UP NEXT
  • Playable
    2. 
    Incident Management Process Purpose
    3m 43s
  • Locked
    3. 
    Incident Management Process Principles
    3m 54s
  • Locked
    4. 
    Incident Management Process Steps
    7m 39s
  • Locked
    5. 
    Problem Management Process Scope
    2m 31s
  • Locked
    6. 
    Problem Management Process Principles
    3m 41s
  • Locked
    7. 
    Problem Management Steps
    5m 34s
  • Locked
    8. 
    Event Management
    3m 19s
  • Locked
    9. 
    Request Fulfillment
    2m 49s
  • Locked
    10. 
    Access Management
    1m 53s

EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE

Skillsoft is providing you the opportunity to earn a digital badge upon successful completion of this course, which can be shared on any social network or business platform

Digital badges are yours to keep, forever.

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