List and describe the service operation processes, including: event management, incident management, request fulfillment, access management, and problem management.
- [Instructor] There are five…ITIL V3 service operation processes.…Let's have a look at them starting with event management.…Event management is about ensuring events,…that is, changes in state that have significance…for the management of an IT service,…are managed through their lifecycle,…including detection, diagnosis, and appropriate actions.…Determining the appropriate control actions,…implementing event-driven routines,…and providing data as a basis…for operational monitoring control is also part…of event management.…Incident management is…about minimizing the business disruption of incidents,…that is, unplanned interruptions to an IT service…or reduction in the quality of that service,…by getting service components…and individual hands-on-the-keyboard users,…back up and running and restoring services…as quickly as possible.…
Request fulfillment is about ensuring there's a way…for users to get information on the availability…of standard services,…and about how to obtain them…and to request and receive standard services…
- Why ITIL® matters for you and your organization
- Defining service management
- Identifying ITIL® v3 processes and functions
- Assessing ITIL® v3 roles, technology, and architecture
- Comparing ITIL® v3 and 4
- Identifying the 18 practices of ITIL® 4
- Reviewing the ITIL® v3 and 4 certification scheme
- Preparing to pass the ITIL® exam
Skill Level Beginner
1. Service Management and ITIL®
2. Learning ITIL® v3 Basic Concepts
3. ITIL® v4
4. Certification Prep
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