Öppna kurser

This 3-day course compiles for the candidates the understanding of the key concepts, principles, value and challenges of ITIL® 4’s five management practices, namely, the ITIL® 4 Incident Management Practice, the ITIL® 4 Service Desk Practice, the ITIL® 4 Service Request Management Practice, the ITIL® 4 Monitoring and Event Management Practice, and the ITIL® 4 Problem Management Practice. It is intended to provide candidates with best practice guidance at both strategic and operational levels of maximizing value from the Practices.

Utbildningsmål

The ITIL® 4 Monitor, Support, and Fulfil Practices module is structured and aligned around the ITIL® framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL® 4 Incident Management Practice, ITIL® 4 Service Desk Practice, ITIL® 4 Service Request Management Practice, ITIL® 4 Monitoring and Event Management Practice, ITIL® 4 Problem Management Practice publications.

Our ITIL® 4 Practices: Monitor, Support & Fulfil training course will cover all of the five ITIL® 4 practices below:

  • Service Desk
  • Incident Management
  • Problem Management
  • Service Request Management
  • Monitoring & Event Management

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

Förkunskaper

The candidate must have passed the ITIL® 4 Foundation examination. Recommended prerequisites:

  • ILFN4 - ITIL® 4 Foundation - Including Exam

Målgrupp

This course is aimed at candidates taking the ITIL® 4 Monitor, Support and Fulfil Practices qualification as well as individuals that consider themselves a Configuration Manager, Availability Manager, System Software, Applications Support, IT Operations Manager, Network Control and Operation, Database Administrator, Problem Manager, Network Support or a Service Desk Manager.

Innehåll

1. Incident Management (INM)

  • The key concepts of the practice
  • The processes of the practice
  • The roles and competences of the practice
  • How information and technology support and enable the practice
  • The role of partners and suppliers in the practice
  • The recommendations for the practice success 

2. Service Desk (SD)

  • The key concepts of the practice
  • The processes of the practice
  • The roles and competences of the practice
  • How information and technology support and enable the practice
  • Τhe role of partners and suppliers in the practice
  • Ηow the ITIL® capability model can be used to develop the practice
  • The recommendations for the practice success

3. Service Request Management (SRM)

  • The key concepts of the practice
  • The processes of the practice
  • The roles and competences of the practice
  • How information and technology support and enable the practice
  • The role of partners and suppliers in the practice
  • How the ITIL® capability model can be used to develop the practice
  • The recommendations for the practice success

4. Monitoring and Event Management (MEM)

  • The key concepts of the practice
  • The processes of the practice
  • The roles and competences of the practice
  • The processes of the practice
  • The roles and competences of the practice
  • How information and technology support and enable the practice
  • The role of partners and suppliers in the practice
  • How the ITIL® capability model can be used to develop the practice
  • The recommendations for practice success

5. Problem Management (PRM)

  • The key concepts of the practice
  • The processes of the practice
  • The roles and competences of the practice
  • How information and technology support and enable the practice
  • The role of partners and suppliers in the practice
  • How the ITIL® capability model can be used to develop the practice
  • The recommendations for the practice success

6. Monitor, Support, and Fulfil

  • Understand the processes and value streams of the Monitor, Support, and Fulfil practices
  • How information and technology support and enable the practices
  • Recommendations for the Monitor, Support, and Fulfil practices success