ITIL V3 Foundation Syllabus v4.2: Service Operation Processes

This course is intended to help learners understand the Service Operation processes within the ITIL® Service Lifecycle. This course will assist the learner in preparing for the ITIL® V3 Foundation Level certification and is aligned with the ITIL® V3 Foundation Syllabus v4.2.

Target Audience

For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL V3 Foundation Level exam.

Expected Duration (hours)
1.5

Lesson Objectives

ITIL V3 Foundation Syllabus v4.2: Service Operation Processes

• Recognize how to measure effective Incident Management
• Sequence examples of the steps in the Incident Management process
• Recognize how to respond to an incident in a given example
• Recognize examples of event types
• Identify the terms pertaining to Access Management
• Identify Request Fulfillment objectives and responsibilities
• Recognize how to handle problems using the Known Error Database
• Match the Problem Management roles with responsibilities
• Recognize Service Operation process objectives and terms and how to handle a problem in a given example