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ITIL Service Operation

Course Summary

This course is for students who have completed their ITIL Foundations certification and wish to gain deeper insights into the processes, challenges, critical success factors and benefits of Service Operation within the ITIL framework. It is primarily


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    Course Syllabus

    ● Introduction and Review
        ◦ Introduction
        ◦ What is ITL?
        ◦ ITIL Benefits
        ◦ Understanding ITIL Certification Levels
        ◦ Defining IT Service Management
        ◦ What is the Purpose of Service Management?
    ● Introduction to Service Operation
        ◦ Introduction
        ◦ Purpose, Objective, and Scope of Service Operation
        ◦ Context of Service Operation
        ◦ The Value of Service Operation to the Business
        ◦ Service Operation Fundamentals
        ◦ Challenges and Operations Considerations
        ◦ What We Covered
    ● Service Operation Principles
        ◦ Introduction
        ◦ Achieving Balance in Service Operation
        ◦ Involvement of Service Operation in Other Lifecycle Phases
        ◦ Operational Health
        ◦ Communication in Service Operation
        ◦ Documentation
        ◦ Inputs and Outputs
        ◦ What We Covered
    ● Event Management
        ◦ Introduction
        ◦ Purpose, Objective, and Scope of Event Management
        ◦ Value to the Business
        ◦ Types of Events
        ◦ Design Principles
        ◦ Event Detection Requirements
        ◦ Activities of Event Management
        ◦ Inputs and Outputs
        ◦ Interfaces to Other Processes
        ◦ Critical Success Factors and Key Performance Indicators (KPIs)
        ◦ Challenges and Risks
        ◦ What We Covered
    ● Incident Management
        ◦ Introduction
        ◦ Purpose, Objective, and Scope of Incident Management
        ◦ Value to the Business
        ◦ Activities of Incident Management
        ◦ Triggers to Incident Management
        ◦ Interfaces to Other Processes
        ◦ Inputs and Outputs
        ◦ Critical Success Factors and Key Performance Indicators
        ◦ Challenges and Risks
        ◦ What We Covered
    ● Problem Management
        ◦ Introduction
        ◦ Purpose, Objective, and Scope of Problem Management
        ◦ Reactive vs. Proactive Problem Management
        ◦ Value to the Business
        ◦ Techniques
        ◦ Activities of Problem Management
        ◦ Inputs and Outputs
        ◦ Interfaces to Other Processes
        ◦ Critical Success Factors and Key Performance Indicators
        ◦ Challenges and Risks
        ◦ What We Covered
    ● Access Management
        ◦ Introduction
        ◦ Purpose, Objective, and Scope of Access Management
        ◦ Value to the Business
        ◦ Principles and Basic Concepts
        ◦ Access Management Process
        ◦ Triggers to Access Management
        ◦ Inputs and Outputs
        ◦ Critical Success Factors and Key Performance Indicators
        ◦ Challenges and Risks
        ◦ What We Covered
    ● Request Fulfillment
        ◦ Introduction
        ◦ Purpose, Objective, and Scope of Request Fulfillment
        ◦ Value to the Business
        ◦ Principles and Basic Concepts
        ◦ Activities of Request Fulfillment
        ◦ Inputs and Outputs
        ◦ Critical Success Factors and Key Performance Indicators
        ◦ Challenges and Risks
        ◦ What We Covered
    ● Common Service Operation Activities Part 1
        ◦ Introduction
        ◦ Maturity in Technology Management
        ◦ Key Terms You Should Know
        ◦ Monitoring and Control
        ◦ IT Operations
        ◦ What We Covered
    ● Common Service Operation Activities Part 2

      


Course Fee:
USD 29

Course Type:

Self-Study

Course Status:

Active

Workload:

1 - 4 hours / week

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