4 Hours: This course provides an overview of the Service Operation stage of the ITIL Service Lifecycle with a particular emphasis on Incident Management. Learners will also understand the relationship of Problem Management, Event Management, Access Management, Request Fulfillment and Service Operation Functions to the effective and efficient delivery and support of operational services.
Learners are given practical examples and the experience of assessing the impact and resolution of an incident through our unique I am the Incident®
Learning Objectives - Learners will understand:
- The ITIL Core library
- The goals and objectives of Service Operation
- Important Service Operation terms
- The goals, objectives, key concepts and activities of Incident Management
- The goals, objectives and key concepts of Event Management, Problem Management, Access Management, Request Fulfillment and Service Operation Functions
This course culminates in ‘I am the Incident®’. In this fun and engaging simulation learners assess the impact and support of an incident and explore how the Service Desk and Incident Management process integrate with other processes and customers.
Project Management Institute (PMI) Professional Development Units:
ITSM Academy is recognized by PMI as a Global R.E.P. Project Management Professionals earn 16 contact hours or PDUs upon completion of this course.
As with all ITSM Academy training, our instructors have years of hands-on IT Practitioner experience, enabling them to effectively intertwine theory and real life stories and scenarios. Using the highest quality content, this training style encourages active group participation, allowing all learners to bring from class a wealth of practical knowledge. Instructors for this course are ITIL Experts and Certified Process Design Engineers.
Contact us for corporate, onsite delivery of this course.