course | ITIL 4 Specialist: Monitor, Support and Fulfil Training and Certification
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IT-818 | ITIL 4 Specialist: Monitor, Support and Fulfil Training and Certification
Course Sector : Information Technology
| Duration | Date from | Date to | Course Venue | Course fees | Book a course |
|---|---|---|---|---|---|
| 5 Days | 2025-11-16 | 2025-11-20 | Riyadh | $4,250 | Book now |
| 5 Days | 2025-04-21 | 2025-04-25 | Amsterdam | $4,950 | Book now |
| 5 Days | 2025-07-14 | 2025-07-18 | Dubai | $4,250 | Book now |
Course Introduction
This training course is designed to provide participants with the key concepts, principles, value and challenges of ITIL 4’s five management practices, namely, the ITIL 4 Incident Management Practice, the ITIL 4 Service Desk Practice, the ITIL 4 Service Request Management Practice, the ITIL 4 Monitoring and Event Management Practice, and the ITIL 4 Problem Management Practice.
This course will explore the best practice guidance at both strategic and operational levels of maximizing value from the Practices.
Course objective
- Define the key concepts, principles, value and challenges of ITIL 4’s five management practices
- Ensure stakeholders understand the strategic and operational requirements to co-create value and achieve business goals
- Integrate the practices in the organization’s value streams
- Understand the interfaces and synergies across these five practices
- Apply metrics and practice success factors to improve performance
- Measure, assess and develop the capability of the various practices covered by using the ITIL Maturity Model.
Course Outline | Day 01
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
- The recommendations for the practice success
Course Outline | Day 02
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
- Τhe role of partners and suppliers in the practice
- Ηow the ITIL capability model can be used to develop the practice
- The recommendations for the practice success
Course Outline | Day 03
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
Course Outline | Day 04
Monitoring and Event Management (MEM)
- The key concepts of the practice
- The processes of the practice
- The roles and competences 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 practice success
Course Outline | Day 05
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
BOOST’s Professional Attendance Certificate “BPAC”
BPAC is always given to the delegates after completing the training course,and depends on their attendance of the program at a rate of no less than 80%,besides their active participation and engagement during the program sessions.
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