The operational teams ensure there are robust end-to-end practices which support responsive and stable services. They provide on-going support unit and they are a strong influencer on how the business perceives the service it receives. A key part of this is the Service Desk that directly own and support incident management and request fulfilment for users, including feedback on user satisfaction. Supporting functions to the Service Desk include business support and administration teams. Specific to IT, there are Application Management, and Technical support teams that contribute to the successful resolution of major incidents that affect the business.
This 3-day course immerses learners in the overall concepts, processes, policies and methods associated with the Service Transition phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Transition stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.
The Service Strategy Lifecycle course will be of interest to:
At the end of this course, the learner will gain competencies in: