ITIL
ITIL, the global best practices framework for IT service management (certified by Peolplecert).
Master ITIL practices for service management and IT support
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.
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.
Prerequisites
ITIL®4 Foundation certification
What You'll Walk Away With
- ✓ Master the key concepts, processes, and roles of the 5 MSF practices — incident management, service request management, service desk, event monitoring, and problem management — within an integrated framework
- ✓ Identify the interactions and interdependencies between these practices to implement or improve your IT service management in a coherent way
- ✓ Sit for the AXELOS/PeopleCert ITIL®4 Monitor, Support and Fulfil international certification exam
Training content
1 Day 1:
- Review of ITSM Foundation concepts
- Incident management practice
- Service request management practice
2 Day 2:
- Service desk practice
- Monitoring and event management practice
3 Day 3:
- Problem management practice
- Review and preparation for exams.
📌 Practical information
Our training sessions are offered in Montreal or Quebec City, in person or in a virtual classroom. Dates and locations are specified when you select your session below. If you have any questions, check out our FAQ.
