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ITIL® ITIL® Practice Specialist: Monitor, Support and Fulfil

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.

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.

Kursfakta

Typ Öppen
Längd 3 dagar
Ditt pris 25 950 kr exkl. moms
Klippkort Ja
Planerad 0 orter
0 tillfällen
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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

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