This course is given as an intensive three-day workshop covering key concepts of the following 5 practices included as part of the Monitor, Support and Fulfil (MSF) service management domain. The course provides candidates with best practice guidance at both strategic and operational levels. The course will cover the following 5 practices: Incident Management, Service Request Management, Service Desk, Monitoring and Event Management as well as Problem Management. This workshop is intended for practitioners, practice owners and managers involved in some of the ITSM target practices. At the end of the course, participants will take a 90-minute exam containing a multiple-choice question to obtain the international AXELOS/PeopleCert ITIL®4 Monitor, Support and Fulfil certificate in IT service management.
Objectives
Participants will be able to to assess the maturity and capabilities of the MSF practices.
Is it for you ?
Personnel actively involved in the MSF practices, those involved in defining and implementing the MSF practices, people involved in helping increase the IT Management efficiency, effectiveness and performance.
Prerequisite
ITIL®4 Foundation certification
Content
Day 1:
- Review of ITSM Foundation concepts
- Incident management practice
- Service request management practice
Day 2:
- Service desk practice
- Monitoring and event management practice
Day 3:
- Problem management practice
- Review and preparation for exams.
💡 Useful information
Our training sessions are offered in Montreal or Quebec City, in person or in virtual format. Dates and locations are provided when you select your session below. If you have any questions regarding registration, schedules, the language of instruction, or cancellation policies, please consult our FAQ .
Private or personalized training
Do you have several employees interested in the same training course? Whether in person at your offices or remotely in virtual mode, we offer private training courses tailored to your team's needs. Group rates are available. Contact us for more details or request a quote online.
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