Overview of the course structure, main features, learning objectives, and the provided resources such as a diagram pack and further reading materials.
Overview of the course structure, main features, learning objectives, and the provided resources such as a diagram pack and further reading materials.
Introduces the first ITIL® 4 Specialist: MSF management practice: the ITIL® 4 Incident Management practice.
Module 1: Key concepts
Explains key terms, success factors, and metrics of the Incident Management practice.
Module 2: Processes and people
Covers incident handling and resolution, periodic incident review, roles, and organizational structure integration.
Module 3: Enabling the practice
Discusses automation, tooling, partners, suppliers, and capability criteria.
ITIL® 4 Incident Management review test
A 20-question review test on ITIL® 4 Incident Management.
Introduces the second ITIL® 4 Specialist: MSF management practice: the ITIL® 4 Monitoring and Event Management practice.
Module 1: Key concepts
Details the purpose, key terms, success factors, and metrics of the practice.
Module 2: Processes and people
Describes monitoring planning, event handling, and management review processes.
Module 3: Enabling the practice
Focuses on automation, tooling, partnerships, and capability development.
ITIL® 4 Monitoring and Event Management review test
A 20-question review test on ITIL 4 Monitoring and Event Management.
Introduces the third ITIL® 4 Specialist: MSF management practice: the ITIL 4 Problem Management practice.
Module 1: Key concepts
Outlines the purpose, key terms, success factors, and metrics.
Module 2: Processes and people
Explains proactive and reactive problem identification, problem and error control processes.
Module 3: Enabling the practice
Automation, tooling, and partnership discussions, along with capability support.
ITIL® 4 Problem Management review test
A 20-question review test on ITIL 4 Problem Management.
Introduces the fourth ITIL® 4 Specialist: MSF management practice: the ITIL® 4 Service Desk practice.
Module 1: Key concepts
Covers the purpose, key terms, success factors, and metrics of the Service Desk practice.
Module 2: Value streams and processes
Focuses on user query handling, communication, and optimization.
Module 3: Enabling the practice
Discusses organizational roles, automation, partnerships, and capability criteria.
ITIL® 4 Service Desk review test
A 20-question review test on ITIL 4 Service Desk.
Introduces the final ITIL® 4 Specialist: MSF management practice: the ITIL® 4 Service Request Management practice.
Module 1: Key terms and concepts
Explains the purpose, key terms, success factors, and metrics of the practice.
Module 2: Processes and people
Details service request fulfilment control and review and optimization processes.
Module 3: Enabling the practice
Automation, tooling, partnerships, and capability discussions.
ITIL® 4 Service Request Management review test
A 20-question review test on ITIL® 4 Service Request Management.