IT Service & Operations Management

О курсе

Master core service and operations practices needed in early IT management roles. You’ll build repositories of SOPs and runbooks, coordinate maintenance communications, and manage escalation paths during major incidents. You’ll then lead incident response within SLAs, coordinate team actions, and contribute to post-incident reviews with data-driven insights. Finally, you’ll implement alerting and reporting for service levels, support continual service improvement through organized service data, and establish data quality rules for critical datasets. This course integrates content from Google, Google Cloud, and LearnQuest and introduces tools such as Google Docs, Sheets, BigQuery, Chronicle SOAR, and Google Cloud Monitoring. By the end, you’ll be ready to coordinate operations, drive response and recovery, and continually improve service performance. Perfect for service desk leads, operations analysts, and entry-level IT managers focused on incident coordination, service reliability, and continuous improvement.

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