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Service and project management / ITIL®
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ITIL® 4 Practice Manager: Monitor, Support and Fulfil

Online
3 days
German
Download PDF
€ 1.790,-
plus VAT.
€ 2.130,10
incl. VAT.
Booking number
41179
Venue
Online
2 dates
€ 1.790,-
plus VAT.
€ 2.130,10
incl. VAT.
Booking number
41179
Venue
Online
2 dates
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Machine Learning Engineer
This course is part of the certified Master Class "Machine Learning Engineer". If you book the entire Master Class, you save over 15 percent compared to booking this individual module.
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In-house training
In-house training for your Employees only - exclusive and effective.
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Do you need tools to manage your service management practices? In this training you will learn the key concepts, activities & success factors of the five relevant operational core practices around Monitor, Support & Fulfil from ITIL®.
Contents

1. introduction to the Monitor, Support and Fulfil Practices

 

2. incident management

  • Purpose and the most important terms
  • Success factors and associated metrics
  • Value streams and processes 
  • Organization and people
  • Information and technology
  • Partners and suppliers

 

3. service desk

  • Purpose and the most important terms
  • Success factors and associated metrics
  • Value streams and processes 
  • Organization and people
  • Information and technology
  • Partners and suppliers

 

4. monitoring and event management

  • Purpose and the most important terms
  • Success factors and associated metrics
  • Value streams and processes 
  • Organization and people
  • Information and technology
  • Partners and suppliers

 

5. problem management

  • Purpose and the most important terms
  • Success factors and associated metrics
  • Value streams and processes 
  • Organization and people
  • Information and technology
  • Partners and suppliers

 

6. service request management

  • Purpose and the most important terms
  • Success factors and associated metrics
  • Value streams and processes 
  • Organization and people
  • Information and technology
  • Partners and suppliers

 

7 Practice Capability Development

 

Requirements: 

The "ITIL® 4 (and since October 21, 2024 also v3) Foundation" certification is a prerequisite for this course. 

Your benefit
  • Define the key concepts, principles, value and challenges of these five management practices of ITIL® 4
  • Ensure that stakeholders understand the strategic and operational requirements in order to create value together 
  • Integrate the practices into the organization's value streams
  • Understanding the interfaces and synergies between these five practices 
  • Applying metrics and success factors to improve performance 
  • Measure, evaluate and develop these practices using the ITIL® maturity model
trainer
Dörte Jaskotka
Methods

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.

Certification

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

Recommended for

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.

Start dates and details

Form of learning

Learning form

18.6.2025
Online
Places free
Implementation secured
Online
Places free
Implementation secured
17.11.2025
Online
Places free
Implementation secured
Online
Places free
Implementation secured

The training is carried out in cooperation with an authorized training partner. This partner collects and processes data under its own responsibility. Please take note of the corresponding privacy policy.

Do you have questions about training?
Call us on +49 761 595 33900 or write to us at service@haufe-akademie.de or use the contact form.