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ITIL Service Operation

Course Overview


ITIL Service Operation

Course Content


Introduction to Service Operation

  • Purpose, Objective, and Scope of Service Operation
  • Context of Service Operation
  • The Value of Service Operation to the Business

Service Operation Fundamentals

  • Challenges and Operations Considerations
  • Service Operation Principles
  • Achieving Balance in Service Operation
  • Involvement of Service Operation in Other Lifecycle Phases
  • Operational Health
  • Communication in Service Operation
  • Documentation
  • Inputs and Outputs

Event Management

  • Purpose, Objective, and Scope of Event Management
  • Value to the Business
  • Types of Events
  • Design Principles
  • Event Detection Requirements
  • Activities of Event Management
  • Inputs and Outputs
  • Interfaces to Other Processes
  • Critical Success Factors and Key Performance Indicators (KPIs)
  • Challenges and Risks

Incident Management

  • Purpose, Objective, and Scope of Incident Management
  • Value to the Business
  • Activities of Incident Management
  • Triggers to Incident Management
  • Interfaces to Other Processes
  • Inputs and Outputs
  • Critical Success Factors and Key Performance Indicators
  • Challenges and Risks

Customer Reviews


Thanks to Xpertised and the tutor who walked me through all the topics with Practical exposure which is helping me in my current project.
-Waseem

Course was quite helpful in terms of understanding of concepts and practicality. Its really a very friendly environment to learn. The timing were mutually chosen, as we both are working professional. I am quite satisfied with the course.
-Tanmoy

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