This module provides participants with a deeper understanding of the key concepts, principles, value, and challenges of the five ITIL® Management Practices: Incident Management, Service Desk, Service Request Management, Monitoring and Event Management, and Problem Management. It provides participants with best-practice guidance at both the strategic and operational levels to maximize the value of these practices.

Key Topics

This training provides you with in-depth insight into the following five ITIL® Practices:

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

Objectives

You will learn the following about each of the practices listed:

• The key concepts of the practice
• The processes of the practice
• The roles and competencies of the practice
• How information and technology support and enable the practice
• The role of partners and suppliers in the practice
• How the ITIL Competency Model can be used to develop the practice
• Recommendations for the practice’s success
• Understanding the processes and value streams of the Monitor, Support, and Fulfil practices

Prerequisites

ITIL® 4 Foundation or ITIL® Foundation (Version 5) Certificate 

ITIL® is a registered trademark of PeopleCert, used with permission from PeopleCert.

Target Audience

• Individuals who want to continue their service management journey
• ITSM managers and future ITSM managers
• ITSM practitioners involved in the day-to-day operations of IT-supported and digital products and services, as well as those responsible for end-to-end service delivery.
• Existing ITIL-certified professionals who wish to further develop their knowledge.
• For all professionals who wish to demonstrate and validate their skills in a specific practice.

Certificate

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

Exam languages: English and German

The exam voucher is included in the course fee.

To earn the ITIL® 4 Practice Manager certification, you must also have the ITIL® 4 Create, Deliver, and Support certificate is required.

To earn the ITIL® Practice Manager (Version 5) certification, you must also obtain the ITIL® Transformation (Version 5) certification is also required.

Course Materials

The course materials are in English and are provided on the Peoplecert learning platform.

The ITIL® 4 Practice Manager: Monitor, Support, and Fulfill materials include:

• Student Workbook
• Slide Deck
• Relevant Practice Guides
  
• Practice Exam
• ITIL® Glossary

Early Bird Discount

If you book more than 4 months in advance, we’ll give you a 10% discount on the course fee

Volume Discount

Encourage your friends and family to join. If three or more people sign up for the same course at the same time, we’ll offer attractive 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%

Discounts cannot be combined—the highest discount always applies.

ITIL® Practice Manager Package (Version 5)

Would you like to achieve the ITIL® Practice Manager (Version 5) with the ITIL® 4 Practice Manager: Monitor, Support, and Fulfil and ITIL® Transformation (Version 5) certifications, take advantage of our course package at the special price of CHF 6,300 (including two exams valued at CHF 1,180).

To book the package, please contact us at academy_at_glenfis.ch.

Book Now

We offer all onsite courses in a hybrid format. This means you also have the option to participate in these training sessions remotely. Simply check the corresponding box when registering.