Training agenda
  1. Review of the ITIL® 4 Foundation module
  2. Incident Management (INM)
    • The key concepts of the practice
    • The processes of the practice
    • The roles and competences of the practice
    • How information and technology support and enable the practice
    • The role of partners and suppliers in the practice
    • How the ITIL® capability model can be used to develop the practice
    • The recommendations for the practice success
  3. Service Desk (SD)
    • The key concepts of the practice
    • The processes of the practice
    • The roles and competences of the practice
    • How information and technology support and enable the practice
    • The role of partners and suppliers in the practice
    • How the ITIL® capability model can be used to develop the practice
    • The recommendations for the practice success
  4. Service Request Management (SRM)
    • The key concepts of the practice
    • The processes of the practice
    • The roles and competences of the practice
    • How information and technology support and enable the practice
    • The role of partners and suppliers in the practice
    • How the ITIL® capability model can be used to develop the practice
    • The recommendations for the practice success
  5. Monitoring and Event Management (MEM)
    • The key concepts of the practice
    • The processes of the practice
    • The roles and competences of the practice
    • How information and technology support and enable the practice
    • The role of partners and suppliers in the practice
    • How the ITIL® capability model can be used to develop the practice
    • The recommendations for the practice success
  6. Problem Management (PRM)
    • The key concepts of the practice
    • The processes of the practice
    • The roles and competences of the practice
    • How information and technology support and enable the practice
    • The role of partners and suppliers in the practice
    • How the ITIL® capability model can be used to develop the practice
    • The recommendations for the practice success
  7. Monitor, Support, and Fulfil
    • Understand the processes and value streams of the Monitor, Support, and Fulfil practices
    • How information and technology support and enable the practices
    • Recommendations for the Monitor, Support, and Fulfil practices success