IT Operations Management

Course Code: ITIC1204

Duration: 1 day

Time: 9 am – 5 pm

Course Fee: $790 incl. GST

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Course Description

This One-day workshop is the most practical and comprehensive introduction to the many facets of IT Operations Management you’ll find anywhere.

As a participant, you will get a thorough briefing in the nuts and bolts of IT Operations Management

This qualification is primarily aimed towards:

  • Those who require a basic understanding of the ITIL framework;
  • Those who need understanding of how ITIL can be used to enhance the quality of IT service management within an organization;
  • IT professionals or others working within an organization that has adopted and adapted ITIL who need to be informed about, or contribute to an ongoing service improvement Programme.


Course Outline

Module 1 – Introduction to Service Management Lifecycle

  • Principles of Service Management

Module 2 – Service Strategy

  • Introduction to Service Strategy

Module 3 – Service Design

  • Introduction to Service Design

Module 4 – Service Transition

  • Introduction to Service Transition

Module 5 – Service Operations

  • Introduction to Service Operations and Key Concepts of Service Operations and framework
  • Service Operations processes
  • Event, Problem & Incident Management
  • Request Fulfillment, Access Management & Identity Management.
  • IT Operations Control, Technical Management, Facilities, Application Management
  • Incident, Alert, Event, Service Request, Problem, Known Error, Workaround, Impact, Urgency, Priority

Module 6 – Continual Service Improvement

  • Introduction to Continual Service Improvement
  • Key Concepts of Continual Service Improvement and framework


Who will benefit most?

The ITIL qualification is open to any individuals who may have an interest in the subject and enable the holders of the qualification to apply the ITIL practices for Operations Management without further guidance.