Overview/Description When you hear the term 'manage', you might typically think in terms of people management – the staff and human resources of an organization that perform the work of the business. However, much more than just people are managed in a successful IT organization. The tools, systems, and networks they use, and the processes and tasks they perform must also be managed. Management of the technical assets and architecture, and management of how those assets and architecture are used, maintained, supported, and delivered are essential to a complete and efficient IT organization...

Overview/Description Within the context of ITIL®, service operation is sometimes referred to as the 'factory' of IT. It focuses on the daily activities and organizational infrastructure that are used to deliver services to the organization and the customer. The proper management of these activities and organizational infrastructure is the key to ensuring service operations functions and processes are delivered successfully. Service operations best practices also ensure adequate monitoring and controlling measures are in place and followed throughout the service lifecycle. This ultimately...

Overview/Description When you think of reasons for contacting the IT Department in your organization, it's most likely to resolve a problem. Typically you contact them when something isn't working right – whether it be a connection error, system crash, or other incident that impedes your ability to do your work. But more often than not Service Desks also field requests for numerous situations that don't typically fall into the 'out of order' category, but require attention, time, and a quick turnaround – for example, someone needs a new password, to change an existing password, or they...

Overview/Description An efficient Problem Management process is vital in ensuring your organization is ready to handle and resolve problems successfully. And the ability to know what information is important and how to use that information to analyze how well your Problem Management process is performing can mean the difference between success and failure in your Problem Management efforts. This course details the components of Problem Management, including triggers such as staff, suppliers, and testing. This course also covers the interfaces of Problem Management with other processes across...