ITIL® 2011 Edition Foundation: Service Operation Processes

Overview/Description
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 examines the Service Operation processes within the ITIL® Service Lifecycle, including Incident Management and Problem Management, as well as Event, Request, and Access Management. This course will assist the learner in preparing for the ITIL® Foundation certification examination and is aligned with the ITIL® Foundation Syllabus. ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.

Target Audience
For information technology professionals who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and candidates preparing for the ITIL® Foundation exam

Expected Duration (hours)
2.0

Lesson Objectives

ITIL® 2011 Edition Foundation: Service Operation Processes

identify the scope of Incident Management

describe the basic principles of Incident Management

identify the activities of the Incident Management process

identify the scope of Incident Management

identify the basic principles of Incident Management

identify the activities of the Incident Management process, given a scenario

describe how Incident Management interfaces with other Service Lifecycle processes

describe the scope of Problem Management

describe the basic principles of Problem Management

identify the activities of the Problem Management process

identify the scope and principles of Problem Management

identify the activities of the Problem Management process, given a scenario

describe how Problem Management interfaces with other service lifecycle processes

identify the scopes of Event Management, Request Fulfillment, and Access Management