itil1140 | undergraduate

Service Operations And Continual Service Improvement

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In this course, students will learn about the day-to-day management of Service Operations and Continual Service Improvement used by customers. Students will gain an understanding of value as seen by the customer, as well as operational functions and new processes such as event, request fulfillment, access, change processes, incident management and problem management. The continual realignment of IT to business requirements is also covered in this course, with the aim to improve all processes within the Service Lifecycle, growth and maturity of service and the management processes of measure, analyze and review. The case study is completed in this course and students are given a chance to review sample exams in preparation for the ITIL Foundation certification exam. This course provides .8 continuing education units, over two 4-hour workshops. The tuition for this course is $560.

This undergraduate-level course is 2 To enroll, speak with an Enrollment Representative.

Course details:

Credits: 0
Continuing education units: XX
Professional development units: XX
Duration: 2

topic title goes here

    Service Operation

    • Identify Service Operation processes (4.1.1, 4.1.2, 4.3.1, 4.3.2, 4.2.1, 4.2.2,, 4.2.5,, 4.4.1, 4.4.2,, 4.4.5,
    • Describe Service Operation functions (6.3, 6.3.1, 6.3.2, 6.3.3, Figs 6.2, 6.3, 6.4)
    • Identify main Service Operation terms (4.1 1st para, 4.2 1st para,, 4.3 1st para,,,, 3.6)

    Continual Service Improvement

    • Identify the Continual Service Improvement approach (3.1, 3.1.1)
    • Identify the role of measurement for CSI and its key elements (5.5.1, 3.9.1, 5.5)
    • Apply the seven-step improvement process (, 4.1, 4.1.1, 4.1.2)
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