ITIL V3 - Service Operation Processes

Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number

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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 is intended to help learners understand the Service Operation processes within the ITIL Service Lifecycle.

Target Audience
For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL V3 Foundation exam.

Expected Duration (hours)
1.5

Lesson Objectives

ITIL V3 - Service Operation Processes

recognize how to measure, and how to identify the challenges to, effective Incident Management

match Incident Management roles with responsibilities

sequence examples of the steps in the Incident Management process

recognize how to respond to an incident in a given example

recognize examples of event types

identify the terms pertaining to Access Management

match Event Management and Access Management roles with their responsibilities

identify Request Fulfillment roles and responsibilities

recognize how to handle problems using the Known Error Database

match the Problem Management roles with responsibilities

recognize Service Operation process objectives, roles, and terms and how to handle a problem in a given example

Course Number:
ib_itil_a08_it_enus