Course overview

This course provides an in-depth understanding of how to work with monitoring, support and service request management within the framework of ITIL®. The focus is on how several key practices interact to create stable and efficient IT services.

The training covers five key areas: Service Desk, Incident Management, Problem Management, Service Request Management and Monitoring & Event Management.

Datum

Plats

Språk

Clear

Course Objective

After the course you can

Explain the key concepts, principles and challenges of the five ITIL practices included
Understand how work is linked to business goals and value creation
Integrate ways of working into the organization’s value streams
See connections and dependencies between different practices
Using metrics and success factors to improve performance and quality

Target Group

The course is aimed at professionals in IT service management, for example:

Service Desk and support functions
Incident and Problem Managers
IT Service Managers
Consultants and others involved in the delivery and operation of IT services

Prerequisites

Certification in ITIL Foundation (version 4 or 5) or equivalent knowledge is recommended.

Certification

After completing the course, you will have the opportunity to get certified. Certification takes place online when you feel ready to take the test and you have one year to complete it. The course fee includes one certification attempt.

Trainer

The trainer for the course is one of our popular and experienced trainers from Brivalo.

More about the course

Content of the course

The course is structured around the following areas:

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

For each area, it covers, among other things:

Key concepts and purpose
Processes and activities
Roles and competences
How tools and technology support work
Collaboration with suppliers and partners
Recommendations for success in practice

Course overview

28500 kr

3 days

Advanced

Can’t find a (suitable) date, but are interested in the course? Send in an expression of interest and we will do what we can to get an opportunity that suits.

För samtliga utbildningar gäller våra
Allmänna Villkor.

Company-adapted course

The course can be adapted from several perspectives:

Content and focus area
Scope of application
Structure

In collaboration with the course leader, we make sure that the course meets your wishes