ITIL® 2011 Edition Foundation: Service Operation Processes


Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number

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 AXELOS Limited.

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

    • Course Number:
    ib_itlv_a08_it_enus