This course will introduce the processes found in Service Transition, Service Operations, and Continual Service Improvement. We will briefly review the purpose for each lifecycle phase and then review the processes. We will build an understanding of the purpose, objectives and scope for each process. Within ITIL there are 4 processes that are considered to be highly important. For these processes we will also elaborate on additional process aspects such as basic concepts, process activities and process interfaces.
Each LearnNowOnline training course is made up of Modules (typically an hour in length). Within each module there are Topics (typically 15-30 minutes each) and Subtopics (typically 2-5 minutes each). There is a Post Exam for each Module that must be passed with a score of 70% or higher to successfully and fully complete the course.
This course is designed for IT service professionals looking to improve their IT processes and organization. They should have knowledge of what IT does and who are their customers. Please view ITIL Foundation: Strategy and Design Processes before starting this course.
Meet the expert
Kurt McWhirter is a recognized authority on using the ITIL framework and has more than 30 years of experience in IT strategic planning, operations management, and enterprise process design and implementation. He is certified as an ITIL Expert and ISO/IEC 20000 Consultant and is an accredited ITIL Trainer. He is the lead author of the book "The Definitive Guide to IT Service Metrics.”
Time to complete
Service Transition (21:01)
Change Management (24:07)
R&D + Knowledge Management (25:17)
Service Ops & Event Management (11:53)
Incident Management (25:16)
Request Fulfillment & Access (24:23)
Continual Service Improvement (22:15)