ITIL® 4 Practitioner: Monitoring and Event Management Training

• Professional Background: No prior experience in ITIL® is required; however, a basic understanding of IT service management (ITSM) and operational processes will enhance the learning experience. 

• Language Proficiency: Learners must have a strong command of English, as all course content, discussions, and assessments are delivered in English. 

• Interest in IT Service Management: The course is ideal for individuals looking to build or improve their skills in monitoring, event management, and IT service management practices to support career growth and operational excellence. 

• Master Monitoring Techniques: Gain the ability to apply effective monitoring methods to detect and track IT service events, ensuring a proactive approach to potential service disruptions. 

• Enhance Event Management Skills: Learn strategies to efficiently manage events and incidents, enabling faster resolution and minimising business impact. 

• Improve Incident and Problem Management: Develop skills to identify root causes and implement solutions, improving the overall efficiency and effectiveness of IT services. 

• Navigate ITIL® 4 Framework: Understand how to leverage the ITIL® 4 framework to support monitoring and event management practices, ensuring alignment with service management goals. 

The IITIL® 4 Practitioner: Monitoring and Event Management Training is ideal for professionals seeking to enhance their skills in IT service monitoring and event management for better operational outcomes. Below are the individuals who can benefit from this course:

• IT Service Managers
• Service Desk Technicians
• Incident Managers
• Problem Managers
• System Administrators
• Network Engineers
• IT Support Staff
• IT Operations Managers
• ITIL® Practitioners

Module 1: Key Concepts of Practice 

• Purpose of the Practice 

• Practice Success Factors and Key Metrics of the Practice 

• Key Terms 

• Event 

• Monitoring 

• Types of Monitoring 

• Metric 

• Threshold 

• Alert 

• Informational, Warning, and Exception Events 
   

Module 2: Processes of the Practice 

• Inputs and Outputs of the Processes 

• Key Activities of the Processes 

• How to Integrate the Practice in the Organisation’s Value Streams? 
   

Module 3: Roles and Competencies of the Practice 

• Responsibilities of the Key Roles of the Practice 

• How to Position the Practice in the Organisational Structure? 
   

Module 4: How Information and Technology Support and Enable the Practice? 

• Tools Application 

• How to Apply the Recommendations on Automation? 
   

Module 5: Role of Partners and Suppliers in Practice 

• Dependencies of the Practice on Third Parties 

• How Partners and Suppliers can Support the Practice? 
   

Module 6: ITIL® Capability Model Use to Develop the Practice 

• How Capability Criteria Support the Practice Capability Development? 
   

Module 7: Recommendations for Practice Success 

• Recommendations for Monitoring and Event Management Success 

• How are they Supported by the ITIL® Guiding Principles?