COURSE OBJECTIVE:
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
TARGET AUDIENCE:
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.
COURSE PREREQUISITES:
The candidate must have passed the ITIL® 4 Foundation examination.
COURSE CONTENT:
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
• ?he role of partners and suppliers in the practice
• ?ow 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
FOLLOW ON COURSES:
Not available. Please contact.
