ITIL® 2011 Edition Foundation: Service Operation Processes

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

Prerequisite
Please contact us for information about prerequisites.

Expected Duration
120 minutes

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.

Objective

Incident Management

  • 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

Problem, Event, Request, and Access Management

  • 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

MONTHLY SUBSCRIPTION

$129/month
 

ANNUAL SUBSCRIPTION

$1295/year

Multi-license discounts available for Annual and Monthly subscriptions.