ITIL® 4 Practice Manager - Monitor, Support and Fulfill
Service Desk, Monitoring and Support with ITIL® - Training incl. certification
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Machine Learning Engineer
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
The course content is based on the official course documents.
Requirements:
The "ITIL® 4 (and since October 21, 2024 also v3) Foundation" certification is a prerequisite for this course.
- 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
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 reading list are available in German and English.
A few days before the course begins, you will receive an email from PeopleCert containing a voucher for an online exam. You must redeem the exam voucher directly with PeopleCert and register there for an available exam date. The online exam will be proctored by a PeopleCert proctor. For this, you will need a device with a microphone and camera. We recommend taking the exam on a personal PC or laptop, as company laptops often have restrictions.
Format: Multiple-choice questions, Number of questions: 60, Pass rate: 65 percent (39 out of 60 points), Duration: 90 minutes, No aids permitted
If you successfully complete the ITIL® 4 Create, Deliver, and Support course, you will receive the "ITIL® 4 Practice Manager" certificate.
Please note that PeopleCert will not issue your certificate if the above requirements are not met.
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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