Product
ITIL V3 Foundation Syllabus v4.2: Service Operation Processes - 1.5 hours/PDUs (Category A)

ITIL V3 Foundation Syllabus v4.2: Service Operation Processes - 1.5 hours/PDUs (Category A)


ITIL V3 Foundation Syllabus v4.2: Service Operation Processes


ITIL V3 Foundation Syllabus v4.2: Service Operation Processes



Overview/Description

Target Audience

Expected Duration

Lesson Objectives

Course Number






Overview/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 is intended to help learners understand the Service Operation processes within the ITIL� Service Lifecycle. This course will assist the learner in preparing for the ITIL� V3 Foundation Level certification and is aligned with the ITIL� V3 Foundation Syllabus v4.2.


Target Audience

For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL V3 Foundation Level exam.


Expected Duration (hours)

1.5


Lesson Objectives

ITIL V3 Foundation Syllabus v4.2: Service Operation Processes

  • recognize how to measure effective Incident Management


  • sequence examples of the steps in the Incident Management process

  • recognize how to respond to an incident in a given example

  • recognize examples of event types

  • identify the terms pertaining to Access Management

  • identify Request Fulfillment objectives and responsibilities

  • recognize how to handle problems using the Known Error Database

  • match the Problem Management roles with responsibilities

  • recognize Service Operation process objectives and terms and how to handle a problem in a given example



  • Course Number:
    ib_itlu_a08_it_enus