ITIL® v3 Lifecycle Stream Service Operation

Seminar Code: N118E

Please note that these seminars are presented in German, if not mentioned otherwise. English-speaking courses upon request.

Content:

• Processes and functions for:
  • Event Management
  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Access Management
  • Monitoring and Control
  • IT Operations
  • Service Desk
• Organisation
• Methods, techniques and tools
• Implementation

The Capability and Lifecycle stream courses can be taken in combination to attain the credits required for ITIL® Expert. However, not any combination is possible. Please contact us in order to clarify your needs.

The certification takes place at the end of the module. This comprises 8 scenario-based multiple-choice questions, of which at least 70% must be answered with sufficient marks within 90 minutes.

Learning objectives:

Upon completion of the course, you will be able to:

• understand the importance of the Service Management concept in practice, as well as the principles and objectives of Service Operation,
• explain the interaction between Service Operation processes and those of the other lifecycle phases,
• implement the activities, methods and functions of the Service Operation Processes,
• analyse roles and responsibilities within Service Operation,
• measure and evaluate ITIL Service Operation,
• drive technology and implementation,
• recognise challenges, risks and critical success factors.

Prerequisites:

ITIL® v3 Foundation certificate or ITIL® v3 Foundation Bridge certificate
Attendance of the course is also mandatory to be allowed to sit the examination.

Target group:

Managers, Process Managers, IT Consultants and Project Managers who are involved in introducing and implementing ITIL® v3 processes.