Newly Released Business Courses     Customer Service Curriculum     ITIL® 2011 Foundation

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As part of their IT service management, organizations need to effectively coordinate, manage, and control their day-to-day operations. The service operation stage of the ITIL® service lifecycle provides best practices for doing so, and needs to integrated in the service design from day one.
In this course you'll learn about the key processes of IT service operation, including the scope, principles, and steps of the incident management process. You'll also learn about problem management, including best practices for detecting, logging, categorizing, and investigating problems. This course also covers the event management process, request fulfillment processes, and access management. This course is one of a series in the learning path that covers the objectives for the ITIL® Foundation Certificate in IT Service Management (ITSM). ITIL® is a registered trade mark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.

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Objectives

The Incident Management Process identify the purposes of the incident management process identify recommended incident management principles sequence the steps of the incident management process The Problem Management Process recognize the scope of the problem management process identify the key principles of the problem management process sequence the steps of the problem management process Event, Request, and Access Management recognize the scope of the event management process distinguish between the three request fulfillment options identify the objectives of access management