• Back to ITIL Best Practice Courses

Overview

This course is aimed at those individuals working within an IT support function wishing to gain a more detailed practical understanding of the related service operations processes or who wish to develop their existing function’s capability. The course also aims to develop the levels of communication experienced between different IT support groups to focus on the overall improved end-to-end IT service as experienced by the customer.

Successful completion of this module will gain you 4 points towards your ITIL ITSM Expert Diploma.

Topics covered include:

• Service management as a practice.
• Processes across the Service Lifecycle pertaining to the capability of operational support and analysis.
• Event management, which defines any detectable or discernable occurrence that has significance for the management of the IT infrastructure or the delivery of an IT service.
• Incident management, which has the capability to bring services back to normal operation as soon as possible, according to agreed service levels.
• Request fulfilment, which fulfils a service request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of the business services and products.
• Problem management, which prevents problems and resulting incidents from happening, to eliminate recurring incidents and to minimise the impact of incidents that cannot be prevented.
• Access management, which grants authorised users the right to use a service, while preventing access to non-authorised users.
• Operational activities of processes found in other stages of the Service Lifecycle, such as change management, configuration management, release and deployment management, capacity management, knowledge management, availability management, IT service continuity management.

• Back to Top
• Back to ITIL Best Practice Courses