Overview

ITIL® v3 Service Operations focuses on delivery and control process activities and aims for a steady state of managing services. In this course, you will learn the principles, processes, common activities, and implementation considerations of ITIL® service operation.

Instructor – David Bigger

Module 1: Service Operation Introduction

  • Introduction
  • Syllabus Exam Overview And Testing Tips
  • Service Operation Introduction Part 1
  • Service Operation Introduction Part 2
  • Service Operation Introduction Part 3
  • Service Operation Introduction Part 4
  • Service Operation Introduction Part 5

Module 2: Service Management As a Practice

  • Service Management As A Practice Part 1
  • Service Management As A Practice Part 2
  • Service Management As A Practice Part 3

Module 3: Service Operation Principles

  • Service Operation Principles Part 1
  • Service Operation Principles Part 2
  • Service Operation Principles Part 3
  • Service Operation Principles Part 4

Module 4: Service Operation Process

  • Service Operation Process Part 1
  • Service Operation Process Part 2
  • Service Operation Process Part 3
  • Incident Management Part 1
  • Incident Management Part 2
  • Problem Management
  • Request Fulfillment
  • Access Management

Module 5: Common Service Operation Activities

  • Common Service Operation Activities Part 1
  • Common Service Operation Activities Part 2
  • Common Service Operation Activities Part 3
  • Common Service Operation Activities Part 4

Module 6: Organizing For Service Operation

  • Organizing For Service Operation Part 1
  • Organizing For Service Operation Part 2
  • Organizing For Service Operation Part 3
  • Roles Part 1
  • Roles Part 2

Module 7: Technology Considerations

  • Technology Considerations

Module 8: Service Operation

  • Implementation Of Service Operation
  • Challenges Risks And Critical Success Factors
  • Conclusion