Train Signal ITIL Service Operation

ITIL ® Service Operation

This course is for students who have completed their ITIL Foundations certification and wish to gain deeper insights into the processes, challenges, critical success factors and benefits of Service Operation within the ITIL framework. It is primarily aimed at leaders and practitioners who deliver quality service management practices. Topics include the value of Service Operation to the business, how the areas of Service Operation interface with other processes, and the workflows for event, incident, problem, and access management.

The main target group for the ITIL Expert Qualification: Service Operation Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of operation activities within the Service Lifecycle.

Qualification Level: Intermediate (Lifecycle stream)

ITIL is a Registered Trade Mark of the Cabinet Office.


Lesson 1: Introduction and Review 00:22:02

Lesson 2: Introduction to Service Operation 00:21:22

Lesson 3: Service Operation Principles 00:32:12

Lesson 4: Event Management 00:16:43

Lesson 5: Incident Management 00:27:52

Lesson 6: Problem Management 00:23:31

Lesson 7: Access Management 00:16:49

Lesson 8: Request Fulfillment 00:17:08

Lesson 9: Common Service Operation Activities Part 1 00:14:15

Lesson 10: Common Service Operation Activities Part 2 00:13:23

Lesson 11: Organizing for Service Operation Part 1 00:32:08

Lesson 12: Organizing for Service Operation Part 2 00:16:40

Lesson 13: Implementation of Service Operation 00:14:34

Lesson 14: Scenario Based Examples 1 00:06:01

Lesson 15: Scenario Based Examples 2 00:04:31

Lesson 16: Scenario Based Examples 3 00:03:56

Lesson 17: Scenario Based Examples 4 00:04:42