This module 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 provides candidates with best practice guidance at both strategic and operational levels of maximizing value from the Practices.

Main Topics

This training will give you a deep insight into the following five ITIL® 4 Practices:

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

Goals

For each of the practices you will learn about the following:

• 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
• Understand the processes and value streams of the Monitor, Support, and Fulfil practices

Requirements

ITIL® 4 Foundation certificate

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited

Target Audience

• People who want to enrich their Service Management journey
• ITSM manager and future ITSM manager
• ITSM practitioners who are involved in the operation of IT-supported and digital products and services and are responsible for end-to-end service delivery.
• For any professional who wants to prove and validate their skills in the specific practice area.

Certificate

The ITIL® 4 Practice Manager: Monitor, Support and Fulfil Certificate is awarded by Peoplecert and Axelos.

Exam language Englisch 

The Voucher for the exam is included in the course price.

This is one of the certificates required in addition to the ITIL® 4 Create, Deliver and Support to achieve the ITIL® 4 Practice Manager certificate.

Teaching Materials

The learning material is in English and will be made available on the learning platform from peoplecert.

The ITIL® 4 Practice Manager: Monitor, Support and Fulfil material includes:

• Student workbook
• Slide Deck
• Relevant Practice Guides
• Mock exam
• Ebook (included in exam voucher)

Early bird discount

If you book more than 4 months in advance, we offer you a discount of 10% on the course fee

Quantity discount

Motivate your environment. Already with 3 persons in the same course and simultaneous registration we grant interesting discounts on the course fees:

• 3 people on the same course date 10%
• 4 people on the same course date 15%
• 5 people on the same course date 20%

The discounts are not cumulative – the highest discount always applies.

Book directly

We offer most onsite courses in hybrid mode. You have the possibility to participate remotely in the onsite trainings. Simply check the appropriate box when registering.