Description
- Course 01 – Course Introduction – 12mTopic A – Course Organization
Topic B – Course Conventions & Agenda - Course 02 – IT Service Lifecycle Service Operation – 36mTopic A – Introduction to Service Operation
Topic B – Principles of Service Operation
Topic C – Service Operation Summary - Course 03 – Service Operation Processes – 2h 36mTopic A – Event Management
Topic B – Incident Management
Topic C – Request Fulfillment
Topic D – Problem Management
Topic E – Access Management
Topic F – Operational Activities of Other Lifecycle Processes
Topic G – Service Operation Processes Summary - Course 04 – Common Service Operation Activities – 25mTopic A – Common Activities
Topic B – Common Activities Summary - Course 05 – Service Operation Functions – 42mTopic A – Service Desk Function
Topic B – Technical Management Function
Topic C – IT Operations Management
Topic D – Application Management Function
Topic E – Service Operation Functions Summary - Course 06 – Technical Considerations – 52mTopic A – Service Operation Organizational Structures
Topic B – Roles & Responsibilities
Topic C – Technology Considerations
Topic D – Implementing Service Operation
Topic E – Service Operation Considerations Summary
