Detailed Course Outline
Incident Management (INM)
In this module, you will learn how to:
- Explain and describe key concepts of INM
- Describe the key inputs, outputs, and activities of the processes of INM
- Integrate INM in the organisation’s value streams
- Describe the roles and competences of INM
- Know how to position INM in the organisational structure
- Explain how information and technology support and enable INM
- Understand the role of partners and suppliers in INM
- Understand how the ITIL capability model can be used to develop INM
- Understand the recommendations for incident management success and how they are supported by the ITIL guiding principles
Service Desk (SD)
In this module, you will learn how to:
- Explain and describe key concepts of SD
- Describe the key inputs, outputs, and activities of the processes of SD
- Integrate SD in the organisation’s value streams
- Describe the roles and competences of SD
- Know how to position SD in the organisational structure
- Explain how information and technology support and enable SD
- Understand the role of partners and suppliers in SD
- Understand how the ITIL capability model can be used to develop SD
- Understand the recommendations for incident management success and how they are supported by the ITIL guiding principles
Service Request Management (SRM)
In this module, you will learn how to:
- Explain and describe key concepts of SRM
- Describe the key inputs, outputs, and activities of the processes of SRM
- Integrate SRM in the organisation’s value streams
- Describe the roles and competences of SRM
- Know how to position SRM in the organisational structure
- Explain how information and technology support and enable SRM
- Understand the role of partners and suppliers in SRM
- Understand how the ITIL capability model can be used to develop SRM
- Understand the recommendations for incident management success and how they are supported by the ITIL guiding principles
Monitoring and Event Management (MEM)
In this module, you will learn how to:
- Explain and describe key concepts of MEM
- Describe the key inputs, outputs, and activities of the processes of MEM
- Integrate MEM in the organisation’s value streams
- Describe the roles and competences of MEM
- Know how to position MEM in the organisational structure
- Explain how information and technology support and enable MEM
- Understand the role of partners and suppliers in MEM
- Understand how the ITIL capability model can be used to develop MEM
- Understand the recommendations for incident management success and how they are supported by the ITIL guiding principles
Problem Management (PRM)
In this module, you will learn how to:
- Explain and describe key concepts of PRM
- Describe the key inputs, outputs, and activities of the processes of PRM
- Integrate PRM in the organisation’s value streams
- Describe the roles and competences of PRM
- Know how to position PRM in the organisational structure
- Explain how information and technology support and enable PRM
- Understand the role of partners and suppliers in PRM
- Understand how the ITIL capability model can be used to develop PRM
- Understand the recommendations for incident management success and how they are supported by the ITIL guiding principles