ITIL Inter - Service Operation

CIOs, CTOs, IT Consultants, IT Audit Managers, IT Security Managers, other IT staff & managers.

This ITIL Training Module forms part of the ITIL Intermediate Lifecycle Stream. Successful completion of the exam will provide 3 credits towards achievement of the ITIL Expert qualification.

Succesful Delegates will understand:

• Service Operation Principles, Purpose and Objective
• How Service Operation Processes interact with other Service Lifecycle Processes
• The sub processes, activities, methods and functions used in each Service Operation Process
• The roles & responsibilities within Service Operation
• Activities and functions needed to achieve operational excellence
• How to measure ITIL Service Operations
• Technology and implementation considerations
• Challenges, critical success factors and risks

Achievement of the ITIL Expert Service Operation Certificate.

• Introduction to Service Operation
• Service Operation Principles
• Service Operation Processes
  • Event Management
  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Access Management
• Common Service Operation Activities
• Organising Service Operation
• Technology Considerations
• Implementation Considerations
• Exam Preparation