Course Overview
A combined module covering the core concepts and application of five ITIL management practices: Incident Management, Service Desk, Service Request Management, Monitoring and Event Management, and Problem Management.
Who should attend
- Service management and delivery roles (e.g., IT Manager Operations, IT Service Manager)
- Service delivery specialists (e.g., IT Specialist: Operations)
- Process leads (e.g., Incident Management, Problem Management)
Prerequisites
- ITIL 4 Foundation
- Accredited training or Official eLearning
Course Objectives
Enhances operational performance across core service management practices Supports consistent delivery of customer expectations and business value Aligns strategic objectives with tactical and operational execution to support overall business success
Course Content
This module provides candidates with an understanding of the key concepts, principles, value, and challenges of five ITIL management practices: Incident Management, Service Desk, Service Request Management, Monitoring and Event Management, and Problem Management. It provides best-practice guidance at both strategic and operational levels to help organizations maximise value from these practices.
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