Course overview

This course provides an in-depth understanding of how IT services are monitored, supported, and delivered in accordance with ITIL®. The focus is on how key practices work together to ensure stable operations, efficient case management and high quality in service delivery.

The training covers five key areas: Service Desk, Incident Management, Problem Management, Service Request Management and Monitoring & Event Management. You will get an overall picture of how these practices together contribute to efficient value flows and increased business value.

Course Objective

After the course you can

Explain the purpose, concepts and key practices of the five ITIL practices
Understand how monitoring, support and case management are linked to business objectives
Integrate ways of working into the organization’s value streams
Identify dependencies and interactions between different practices
Using metrics and success factors to improve quality and efficiency
Assess and develop maturity in the organization’s ways of working

Target Group

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

Service Desk and support functions
Incident and Problem Managers
IT Operations and Operations Managers
Consultants and specialists in IT delivery

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, accredited and experienced trainers from Brivalo.

More about the course

Content of the course

The course is structured around the following areas:

Service Desk
Incident Management
Problem Management
Service Request Management
Monitoring & Event 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 and success factors

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