Information Technology Infrastructure Library (ITIL®) - Service Operations

Curriculum

Course Syllabus

Module 1: Service Operation Introduction
„ 1.1 Introduction
„ 1.2 Syllabus Exam Overview And Testing Tips
„ 1.3 Service Operation Introduction Part 1
„ 1.4 Service Operation Introduction Part 2
„ 1.5 Service Operation Introduction Part 3
„ 1.6 Service Operation Introduction Part 4
„ 1.7 Service Operation Introduction Part 5

Module 2: Service Management As a Practice
„ 2.1 Service Management As A Practice Part 1
„ 2.2 Service Management As A Practice Part 2
„ 2.3 Service Management As A Practice Part 3

Module 3: Service Operation Principles
„ 3.1 Service Operation Principles Part 1
„ 3.2 Service Operation Principles Part 2
„ 3.3 Service Operation Principles Part 3
„ 3.4 Service Operation Principles Part 4

Module 4: Service Operation Process
„ 4.1 Service Operation Process Part 1
„ 4.2 Service Operation Process Part 2
„ 4.3 Service Operation Process Part 3
„ 4.4 Incident Management Part 1
„ 4.5 Incident Management Part 2
„ 4.6 Problem Management
„ 4.7 Request Fulfillment
„ 4.8 Access Management

Module 5: Common Service Operation Activities
„ 5.1 Common Service Operation Activities Part 1
„ 5.2 Common Service Operation Activities Part 2
„ 5.3 Common Service Operation Activities Part 3
„ 5.4 Common Service Operation Activities Part 4

Module 6: Organizing For Service Operation
„ 6.1 Organizing For Service Operation Part 1
„ 6.2 Organizing For Service Operation Part 2
„ 6.3 Organizing For Service Operation Part 3
„ 6.4 Roles Part 1
„ 6.5 Roles Part 2

Module 7: Technology Considerations
„ 7.1 Technology Considerations

Module 8: Service Operation
„ 8.1 Implementation Of Service Operation
„ 8.2 Challenges, Risks, And Critical Success Factors
„ 8.3 Conclusion