1. introduction to the Monitor, Support and Fulfil Practices
2. incident management
3. service desk
4. monitoring and event management
5. problem management
6. service request management
7 Practice Capability Development
Requirements:
The "ITIL® 4 (and since October 21, 2024 also v3) Foundation" certification is a prerequisite for this course.
The course requires at least 20 hours of additional time outside of class (reading the book and revision/homework).
The course consists of three days of interactive training with presentations and group exercises. Please reserve the evenings during the course for revision and/or small homework assignments. The preparation and completion of the homework contribute significantly to exam success.
The exam, course materials and official literature are available in German and English. You will receive a voucher for an online exam by email from PeopleCert a few days before the course starts. The exam voucher must be redeemed directly with PeopleCert, where you can register for an available exam date. The online exam is proctored by a PeopleCert invigilator, which requires a device with a microphone and camera. We recommend taking the exam on private PCs/notebooks, as company notebooks are often subject to certain restrictions.
Format: Closed book, multiple-choice exam questions, number of questions: 60, pass rate: 65% (39 points out of 60), duration: 90 minutes, no aids allowed
This training is suitable for anyone who wants to gain more practical know-how on operational ITIL® practices. This includes operational managers and process managers. The "ITIL® 4 Foundation" certificate is a prerequisite for this course.
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