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IT képzések és szoftvertesztelési szolgáltatások
IT képzések és szoftvertesztelési szolgáltatások
Masterfield Oktatóközpont
Virtuális séta
E-learning hossza:
E-learning nyelve:
24 tanóra
Angol
E-learning díja:
940 500 Ft + Áfa
Megrendelem
Egyedi ajánlatot kérek
Milyen ismereteket szerezhetsz meg az e-learninggel?

 ITIL® 4 Specialist: Monitor, Support, and Fulfil Training focuses on optimising IT service performance, providing effective user support, and efficiently fulfilling service requests. 

Kiknek ajánljuk ezt az e-learninget?

The ITIL® 4 Specialist: Monitor, Support, and Fulfil training course is designed for individuals and professionals who have a role or interest in IT service management. Specifically, this course is beneficial for:

  • IT Support Specialists
  • IT Managers
  • Service Desk Managers
  • Incident Managers
  • Problem Managers
  • Change Managers
  • Service Level Managers
Milyen előfeltételek szükségesek a részvételhez?

ITIL® 4 Foundation Certification is a pre-requisite for studying ITIL® 4 Specialist: Monitor, Support, and Fulfil Course.

Az e-learning részletes ismertetése és tematikája

Information Technology Infrastructure Library (ITIL®) is a globally recognised framework for IT service management, offering best practices to align IT services with business needs and enhance efficiency. ITIL® 4 Specialist: Monitor, Support, and Fulfil Training focuses on optimising IT service performance, providing effective user support, and efficiently fulfilling service requests. Studying this training will equip individuals with skills to enhance IT operations, improve user support, and streamline service delivery. This training course helps organisations by enhancing IT service quality, reducing downtimes, streamlining support processes, and ensuring timely fulfilment of user requests. Moreover, individuals can gain a deeper understanding of ITIL® practices, enhance problem-solving abilities, and develop a strategic approach to IT service management and customer satisfaction.  



The ITIL® 4 Specialist: Monitor, Support, and Fulfil Training Course provides delegates with comprehensive knowledge of monitoring techniques, support protocols, service request execution, and best practices in IT service management. Delegates will learn how to optimise service performance, streamline support processes, enhance user experience, and effectively manage service request lifecycles. They will also learn to anticipate service disruptions, refine support protocols, and prioritise critical service requests effectively. This course will be led by our highly skilled and knowledgeable trainer, who has years of experience in teaching and will help delegates get a complete understanding of this course.

Course Objectives  

  • To provide a comprehensive understanding of incident management and its importance
  • To equip participants with the essential knowledge and skills for service desk operations
  • To explore the intricacies of problem management and its role in service continuity
  • To highlight the significance of service request management in enhancing user experience
  • To introduce participants to the world of monitoring and event management in IT environments
  • To impart expertise on the optimisation of monitoring and event management for better service outcomes

After attending this training, delegates will be able to effectively monitor IT services, provide timely support, accomplish user requests, and drive continual service improvement. They will also be able to analyse performance metrics, implement best practices, and enhance overall service quality.

 

 

Module 1: Incident Management

  • Introduction to Incident Management
  • Value Streams and Processes
  • Organisations and People
  • Partners and Suppliers
  • Incident Management Capability Development

Module 2: Service Desk  

  • Key Concepts of the Service Desk
  • Processes of the Practice
  • Roles and Competencies of the Practice
  • How does Information and Technology Support and Enable the Practice?
  • Role of Partners and Suppliers in the Practice​
  • ITIL Capability Model Used to Develop the Practice​
  • Recommendations for The Practice Success​

Module 3: Problem Management

  • Introduction to Problem Management
  • Value Streams and Processes
  • Organisation and People
  • Information and Technology
  • Partners and Suppliers
  • Problem Management Capability Development

 

Module 4: Service Request Management

  • Key Concepts of Service Management
  • Value Streams and Processes
  • Organisation and People
  • Role of Information and Technology Support
  • Role of Partners and Suppliers in the Practice​
  • Service Request Management Capability Development

Module 5: Monitoring and Event Management

  • Introduction to Monitoring and Event Management  
  • Value Stream and Processes
  • Organisations and People
  • Information and Technology
  • Partners and Suppliers
  • Monitoring and Event Management Capability Development

 

Kapcsolódó vizsgák

The ITIL® 4 Specialist: Monitor, Support, and Fulfil Exam focuses on evaluating candidates' expertise in monitoring, supporting, and fulfilling IT service delivery and support processes. This exam assesses proficiency in implementing best practices to ensure the continuous monitoring and improvement of IT services, optimising support mechanisms, and fulfilling service requests in alignment with ITIL® 4 principles and frameworks.

  • Question Type: Multiple Choice 
  • Total Questions: 60 
  • Total Marks: 60 Marks 
  • Pass Mark: 65% or 39/60 Marks 
  • Duration: 1 hour and 30 minutes 
  • Open Book/ Closed Book: Closed Book

 

Starting 2023, all PeopleCert Global Best Practice certifications will need to be renewed after 3 years.

Kérdésed van az e-learninggel kapcsolatban?

education organizer

Komp Szabina

Oktatásszervező

komp.szabina@masterfield.hu

+3618009862

Kérdezz oktatásszervezőnktől

Megrendelem

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