Organizations need to effectively coordinate, manage, and control their day-to-day operations for providing IT services, and the service operation stage of the ITIL® service lifecycle provides best practices for doing so.In this course you'll learn about the key processes of 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 Skillsoft learning path that covers the objectives for the ITIL® Foundation Certificate in IT Service Management. ITIL® is a registered trade mark of AXELOS Limited. Used under licence of AXELOS Limited. All rights reserved.
The Incident Management Process
identify the purposes of the incident management process
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
The materials within this course focus on the Knowledge Skills and Abilities (KSAs) identified within the Specialty Areas listed below. Click to view Specialty Area details within the interactive National Cybersecurity Workforce Framework.