Somerset Computer Consultancy Ltd

Introduction

 

A combined module that covers the key concepts of 5 ITIL Practices: Service Desk, Incident Management, Problem Management, Monitor and Event Management, and Service Request Management

Purpose

• To explain the key concepts of Service Desk, Incident Management, Problem Management, Monitor and Event Management, and Service Request Management

• The course will explore the details of the practices and their interfaces.

• It will also discuss how to achieve greater maturity and capabilities in the practices

 

Contents

Candidates can expect to gain comprehension and detailed knowledge of the following topics upon successful completion of the education and examination components related to this certification.

 

• Practice success factors

  • Introduce the practice success factors (PSF) and key metrics of the practices, essential for evaluating the effectiveness and maturity of Monitor, Support and Fulfil practices in achieving organisational goals and delivering value to stakeholders.

• Practice processes

  • Explore processes, including key activities and learn how to integrate the practices into the organisation's value stream to enhance Monitor, Support and Fulfil across service delivery processes.

• Roles and competencies

  • Focus on the key roles of the Monitor, Support and Fulfil practices and understand how to position the practices effectively within the organisation. Develop the necessary competencies for driving Monitor, Support and Fulfil, and facilitating improvement initiatives.

• Information and technology

  • Explore how Information and technology can support and enable the Monitor, Support and Fulfil practices to deliver improvements, providing tools, technologies, and best practices for enhancing collaboration, assurance, and continual improvement efforts.

• Partners and suppliers

  • Focus on the role of partners and suppliers in the Monitor, Support and Fulfil practices, understanding how to collaborate effectively to leverage external expertise, resources, and capabilities to enhance service delivery and achieve organisational goals.

• The ITIL capability model

  • Explore how the capability criteria support the practices' capability development, ensuring alignment with industry best practices and organisational requirements for effective collaboration, assurance, and improvement practices.

• Practice success

  • Focus on the recommendations for Monitor, Support and Fulfil success and understand how they are supported by the ITIL guiding principles, ensuring the establishment of a culture of collaboration, assurance, and continual improvement to drive organisational success.

 

Format

This is an instructor-led 3-day classroom or virtual course. The official examination is a 90-minute closed-book, multiple-choice examination comprising 60 questions. The pass score is 65% (39 out of 60).

Intended Audience

The target group of the ITIL® Practitioner courses is:

 

• Anyone wishing to acquire detailed and practical knowledge of the 5 Practices covered in the course. 

Prerequisites

This course is for those people holding any ITIL V4 or V5 Foundation as a minimum