Course Curriculum
Course Curriculum
| Course Introduction | |||
| Course Organization | 00:10:00 | ||
| Course Conventions & Agenda | 00:06:00 | ||
| IT Service Lifecycle Service Operation | |||
| Introduction to Service Operation | 00:09:00 | ||
| Principles of Service Operation | 00:24:00 | ||
| Service Operation Summary | 00:03:00 | ||
| Service Operation Processes | |||
| Event Management | 00:37:00 | ||
| Incident Management | 00:35:00 | ||
| Request Fulfillment | 00:22:00 | ||
| Problem Management | 00:28:00 | ||
| Access Management | 00:21:00 | ||
| Operational Activities of Other Lifecycle Processes | 00:11:00 | ||
| Service Operation Processes Summary | 00:04:00 | ||
| Common Service Operation Activities | |||
| Common Activities | 00:24:00 | ||
| Common Activities Summary | 00:02:00 | ||
| Service Operation Functions | |||
| Service Desk Function | 00:12:00 | ||
| Technical Management Function | 00:08:00 | ||
| IT Operations Management | 00:06:00 | ||
| Application Management Function | 00:15:00 | ||
| Service Operation Functions Summary | 00:04:00 | ||
| Technical Considerations | |||
| Service Operation Organizational Structures | 00:08:00 | ||
| Roles & Responsibilities | 00:17:00 | ||
| Technology Considerations | 00:12:00 | ||
| Implementing Service Operation | 00:14:00 | ||
| Service Operation Considerations Summary | 00:05:00 | ||
| Workbooks | |||
| Workbooks – ITIL® Service Operation – Video Training Course | 00:00:00 | ||
| Mock Exam | |||
| Mock Exam- ITIL® Service Operation – Video Training Course | 00:20:00 | ||
| Final Exam | |||
| Final Exam- ITIL® Service Operation – Video Training Course | 00:20:00 | ||
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6 hours, 17 minutes