Course Overview

This 1-day ITIL® 4 Practitioner: Service Request Management module focuses on providing the candidates with the understanding of the key concepts, principles, value and challenges of the ITIL® 4 Service Request Management Practice. It is intended to provide candidates with best practice guidance at both strategic and operational levels on how to support the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner.

The ITIL® 4 Service Request Management Practice module is structured and aligned around the ITIL® framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL® 4 Service Request Management Practice publication.

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

Course Objectives

1. Understand the key concepts of the practice.
2. Understand the processes of the practice.
3. Understand the roles and competences of the practice.
4. Understand how information and technology support and enable the practice.
5. Understand the role of partners and suppliers in the practice.
6. Understand how the ITIL® capability model can be used to develop the practice.
7. Understand how the ITIL® guiding principles support the practice.

Course Content

Our ITIL® 4 Practitioner: Service Request Management training course will cover the following topics:

1. Understand the key concepts of the practice

1.1 Explain the purpose of the practice

1.2 Describe the PSFs & key metrics of the practice

1.3 Explain the key terms/concepts:

a) Service request and its main characteristics

b) Service request model

c) Request catalogue.

2. Understand the processes of the practice

2.1 Describe inputs and outputs of the processes

2.2 Describe the key activities of the processes

2.3 Know how to integrate the practice in the organization’s value streams.

3. Understand the roles and competencies of the practice

3.1 Describe the responsibilities of the key roles of the practice

3.2 Know how to position the practice in the organizational structure.

4. Understand how information and technology support and enable the practice

4.1 Describe which activities have HIGH dependency on automation tools

4.2 Know how to use/apply the key tools’ functionality required to automate the practice.

5. Understand the role of partners and suppliers in the practice

5.1 Explain the dependencies of the practice on third parties       

5.2 Explain how partners and suppliers can support the practice.

6. Understand how the ITIL® capability model can be used to develop the practice

7. Understand how ITIL® guiding principles help to develop the practice.

Course Overview

This 1-day ITIL® 4 Practitioner: Service Level Management Practice module focuses on providing the candidates with the understanding of the key concepts, principles, value and challenges of the Service Level Management Practice. It is intended to provide candidates with best practice guidance on how to set clear, business-based targets for service utility, warranty, and experience; and to ensure that service delivery and use is properly assessed, monitored, and managed against these targets.

The ITIL 4 Service Level Management Practitioner module is structured and aligned around the ITIL framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL 4 Service Level Management Practice publication.

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Course Objectives

• Understand the key concepts of the practice.
• Understand the processes of the practice.
• Understand the roles and competences of the practice.
• Understand how information and technology support and enable the practice.
• Understand the role of partners and suppliers in the practice.
• Understand how the ITIL capability model can be used to develop the practice.
• Understand how the ITIL guiding principles support the practice.

Course Content

Our ITIL® 4 Practitioner: Service Level Management training course will cover the following topics:

1. Understand the key concepts of the practice

1.1 Explain the purpose of the practice.
1.2 Describe the practice success factors & key metrics of the practice.
1.3 Explain the key terms/concepts:
a) service quality
b) service level
c) service level agreement
d) utility, warranty, experience

2. Understand the processes of the practice

2.1 Describe inputs and outputs of the processes.
2.2 Describe the key activities of the processes.
2.3 Know how to integrate the practice in the organization’s value streams.

3. Understand the roles and competences of the practice

3.1 Describe the responsibilities of the key roles of the practice
 a) service owner
 b) service level manager
3.2 Know how to position the practice in the organizational structure.

4. Understand how information and technology support and enable the practice

4.1 Explain the tools application
4.2 Apply the recommendations on automation

5. Understand the role of partners and suppliers in the practice

5.1 Explain the dependencies of the practice on third parties.
5.2 Explain how partners and suppliers can support the practice.

6. Understand how the ITIL capability model can be used to develop the practice.

7.  Understand how ITIL guiding principles help to develop the practice.

Course Overview

This 1-day ITIL® 4 Practitioner: Service Desk module focuses on providing the candidates with the understanding of the key concepts, principles, value and challenges of the Service Desk Practice. It is intended to provide candidates with best practice guidance at both strategic and operational levels on how to capture demand for incident resolution and service requests. The Service Desk Practice should also be the entry point and single point of contact for the service provider for all users.

The ITIL® 4 Service Desk Practice module is structured and aligned around the ITIL® framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL® 4 Service Desk Practice publication.

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

Course Objectives

• Understand the key concepts of the practice.
• Understand the processes of the practice.
• Understand the roles and competences of the practice.
• Understand how information and technology support and enable the practice.
• Understand the role of partners and suppliers in the practice.
• Understand how the ITIL® capability model can be used to develop the practice.
• Understand how the ITIL® guiding principles support the practice.

Course Content

Our ITIL® 4 Practitioner: Service Desk training course will cover the following topics:

1- Understand the key concepts of the practice

• Explain the purpose of the practice
• Describe the PSFs & key metrics of the practice
• Explain the key terms/concepts:
  • Communication channels characteristics
  • Omnichannel communications
  • Service empathy
  • Moment of truth.

2- Understand the processes of the practice

• Describe inputs and outputs of the processes
• Describe the key activities of the processes
• Know how to integrate the practice in the organization’s value streams.

3- Understand the roles and competences of the practice

• Describe the responsibilities of the key roles of the practice
  • Service desk manager
  • Service desk agent
• Know how to position the practice in the organizational structure.

4- Understand how information and technology support and enable the practice

• Describe which activities have HIGH dependency on automation tools
• Know how to use/apply the key tools’ functionality required to automate the practice.

5- Understand the role of partners and suppliers in the practice

• Explain the dependencies of the practice on third parties 
• Explain how partners and suppliers can support the practice.

6- Understand how the ITIL® capability model can be used to develop the practice

7- Understand how ITIL® guiding principles help to develop the practice.

Course Overview

This 1-day ITIL® 4 Practitioner: Problem Management focuses on providing the candidates with the understanding of the key concepts, principles, value and challenges of the Problem Management Practices. It is intended to provide candidates with best practice guidance at both strategic and operational levels on how to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

The ITIL® 4 Problem Management Practices module is structured and aligned around the ITIL® framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL® 4 Problem Management Practices publication.

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

Course Objectives

1. Understand the key concepts of the practice.
2. Understand the processes of the practice.
3. Understand the roles and competences of the practice.
4. Understand how information and technology support and enable the practice.
5. Understand the role of partners and suppliers in the practice.
6. Understand how the ITIL® capability model can be used to develop the practice.
7. Understand how the ITIL® guiding principles support the practice.

Course Content

Our ITIL® 4 Practitioner: ITIL® 4 Practitioner: Problem Management training course will cover the following topics:

1. Understand the key concepts of the problem management practice

1.1 Explain the purpose of the practice

1.2 Describe the PSFs and key metrics of the practice

1.3 Explain the key terms/concepts

a) Problem
b) Known error
c) Problem prioritization
d) Reactive and proactive problem management
e) Workaround
f) Technical debt
g) Problem model.

2. Understand the processes of the problem management practice

2.1 Describe inputs and outputs of the processes

2.2 Describe the key activities of the processes

2.3 Know how to integrate the practice in the organization’s value streams

3. Understand the roles and competencies of the problem management practice

3.1 Describe the responsibilities of the key roles of the practice

a) Problem manager

b) Problem coordinator

 3.2 Know how to position the practice in the organizational structure.

4. Understand how information and technology support and enable the practice

4.1 Describe which technologies have high dependence on automation tools.

4.2 Use the key tools required to automate the practice.

5. Understand the role of partners and suppliers in the practice

5.1 Explain the dependencies of the practice on third parties

5.2 Explain how partners and suppliers can support the practice.

6. Understand how the ITIL® capability model can be used to develop the practice
6.1 Explain how capability criteria support the practice capability development.

7. Understand how ITIL® guiding principles help to develop the practice.

Course Overview

This 1-day ITIL® 4 Practitioner: Continual Improvement Practice module focuses on providing the candidates with the understanding of the key concepts, principles, value and challenges of the Continual Improvement Practice. It is intended to provide candidates with best practice guidance on how to align the organization’s practices and services with changing business needs through the ongoing improvement of products, services, practices, or any element involved in the management of products and services.

The ITIL 4 Continual Improvement Practitioner module is structured and aligned around the ITIL framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL 4 Continual Improvement Practice publication.

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Course Objectives

• Understand the key concepts of the practice.
• Understand the processes of the practice.
• Understand the roles and competences of the practice.
• Understand how information and technology support and enable the practice.
• Understand the role of partners and suppliers in the practice.
• Understand how the ITIL capability model can be used to develop the practice.
• Understand how the ITIL guiding principles support the practice.

Course Content

Our ITIL® 4 Practitioner: Continual Improvement training course will cover the following topics:

1.  Understand the key concepts of the practice

1.1 Explain the purpose of the practice.
1.2 Describe the practice success factors & key metrics of the practice.
1.3 Explain the key terms/concepts:
a) Improvement
b) Vision
c) Business as usual
d) Improvement register

2.  Understand the processes of the practice

2.1 Describe inputs and outputs of the processes.
2.2 Describe the key activities of the processes.
2.3 Know how to integrate the practice in the organization’s value streams.

3. Understand the roles and competences of the practice

3.1 Describe the responsibilities of the key roles of the practice
a) Continual improvement coordinator
3.2 Know how to position the practice in the organizational structure.

4. Understand how information and technology support and enable the practice

4.1 Describe which activities have HIGH dependency on automation tools
4.2 Learn tips and recommendations for automation of continual improvement.

5. Understand the role of partners and suppliers in the practice

5.1 Explain the dependencies of the practice on third parties.
5.2 Explain how partners and suppliers can support the practice.

6. Understand how the ITIL capability model can be used to develop the practice.

7. Understand how ITIL guiding principles help to develop the practice.

Course Overview

This 1-day ITIL® 4 Practitioner: Monitoring and Event Management module focuses on providing the candidates with the understanding of the key concepts, principles, value and challenges of the Monitoring and Event Management Practice. It is intended to provide candidates with best practice guidance at both strategic and operational levels on how to systematically observe services and service components, and record, report and respond to selected changes of state identified as events.

The ITIL® 4 Monitoring and Event Management Practice module is structured and aligned around the ITIL® framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL® 4 Monitoring and Event Management Practice publication.

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

Course Objectives

1. Understand the key concepts of the practice.
2. Understand the processes of the practice.
3. Understand the roles and competences of the practice.
4. Understand how information and technology support and enable the practice.
5. Understand the role of partners and suppliers in the practice.
6. Understand how the ITIL® capability model can be used to develop the practice.
7. Understand how the ITIL® guiding principles support the practice.

Course Content

Our ITIL® 4 Practitioner: Monitoring and Event Management training course will cover the following topics:

1.Understand the key concepts of the practice

1.1 Explain the purpose of the practice

1.2 Describe the PSFs and key metrics of the practice

1.3 Explain the key terms and concepts

a) Event

b) Monitoring

c) Types of monitoring

d) Metric

e) Threshold

f) Alert

g) Informational, instructional, warning, and exception events.

2.Understand the processes of the practice

2.1 Describe inputs and outputs of the processes

2.2 Describe the key activities of the processes

2.3 Know how to integrate the practice in the organization’s value streams.

3. Understand the roles and competencies of the practice

3.1 Describe the responsibilities of the key roles of the practice

3.2 Know how to position the practice in the organizational structure.

4. Understand how information and technology support and enable the practice

4.1 Describe which activities have HIGH dependency on automation tools

4.2 Know how to use/apply the key tools’ functionality required to automate the practice.

5. Understand the role of partners and suppliers in the practice

5.1 Explain the dependencies of the practice on third parties       

5.2 Explain how partners and suppliers can support the practice.

6. Understand how the ITIL® capability model can be used to develop the practice
6.1. Explain how capability criteria support the practice capability development

7. Understand the recommendations for practice success
7.1. Understand the recommendations for monitoring and event management success and how they are supported by the ITIL guiding principles.

Course Overview

This 1-day ITIL® 4 Practitioner: Relationship Management Practice module focuses on providing the candidates with the understanding of the key concepts,principles, value and challenges of the Relationship Management Practice. It is intended to provide candidates with best practice guidance on how to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.

The ITIL 4 Relationship Management Practitioner module is structured and aligned around the ITIL framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL 4 Relationship Management Practice publication.

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Course Objectives

• Understand the key concepts of the practice.
• Understand the processes of the practice.
• Understand the roles and competences of the practice.
• Understand how information and technology support and enable the practice.
• Understand the role of partners and suppliers in the practice.
• Understand how the ITIL capability model can be used to develop the practice.
• Understand how the ITIL guiding principles support the practice.

Course Content

Our ITIL® 4 Practitioner: Relationship Management training course will cover the following topics:

1. Understand the key concepts of the practice

1.1 Explain the purpose of the practice.
1.2 Describe the practice success factors & key metrics of the practice.
1.3 Explain the key terms/concepts:
a. types of relationships in organizations
b. types of service relationships between organizations 
c. steps of service relationship journey

2. Understand the processes of the practice

2.1 Describe inputs and outputs of the processes.
2.2 Describe the key activities of the processes.
2.3 Know how to integrate the practice in the organization’s value streams.

3. Understand the roles and competences of the practice

3.1 Describe the responsibilities of the key roles of the practice
a. relationship manager
b. relationship agent

3.2 Know how to position the practice in the organizational structure.

4. Understand how information and technology support and enable the practice

4.1 Describe which activities have HIGH dependency on automation tools
4.2 Know how to use/apply the key tools’ functionality required to automate the practice.

5. Understand the role of partners and suppliers in the practice

5.1 Explain the dependencies of the practice on third parties.
5.2 Explain how partners and suppliers can support the practice.

6. Understand how the ITIL capability model can be used to develop the practice.

7. Understand how ITIL guiding principles help to develop the practice.

Course Overview

This 1-day ITIL® 4 Practitioner: Service Configuration Management Practice module focuses on providing the candidates with the understanding of the key concepts, principles, value and challenges of the Service Configuration Management Practice. It is intended to provide candidates with best practice guidance on how to ensure that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where it is needed.

The ITIL® 4 Service Configuration Management Practice module is structured and aligned around the ITIL® framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL® 4 Service Configuration Management Practice publication.

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

Course Objectives

• Understand the key concepts of the practice.
• Understand the processes of the practice.
• Understand the roles and competences of the practice.
• Understand how information and technology support and enable the practice.
• Understand the role of partners and suppliers in the practice.
• Understand how the ITIL® capability model can be used to develop the practice.
• Understand how the ITIL® guiding principles support the practice.

Course Overview

This 1-day ITIL® 4 Practitioner: Release Management Practice module focuses on providing the candidates with the understanding of the key concepts, principles, value and challenges of the Release Management Practice. It is intended to provide candidates with best practice guidance on how to make new and changed services and features available for use.

The ITIL® 4 Release Management Practice module is structured and aligned around the ITIL® framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL® 4 Release Management Practice publication.

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

Course Objectives

1. Understand the key concepts of the practice.
2. Understand the processes of the practice.
3. Understand the roles and competences of the practice.
4. Understand how information and technology support and enable the practice.
5. Understand the role of partners and suppliers in the practice.
6. Understand how the ITIL® capability model can be used to develop the practice.
7. Understand how the ITIL® guiding principles support the practice.

Course Content

Our ITIL® 4 Practitioner: Release Management training course will cover the following topics:

1. Understand the key concepts of the practice

1.1 Explain the purpose of the practice.

1.2 Describe the Practice success factors & key metrics of the practice.

1.3 Explain the key terms/concepts:

a) Release

b) Key concepts for CI/CD

c) Approaches, models, and plans

d) Push/pull conditions

e) Practice success factors

f) Hypothesis and experimentation

g) The processes of the practice.

2. Understand the processes of the practice

2.1 Describe inputs and outputs of the processes.

2.2 Describe the key activities of the processes.

2.3 Know how to integrate the practice in the organization’s value streams.

3. Understand the roles and competences of the practice

3.1 Describe the responsibilities of the key roles of the practice

a) Release manager

b) Other roles involved in release management

3.2 Know how to position the practice in the organizational structure.

4. Understand how information and technology support and enable the practice

4.1 Apply the recommendations on automation  

4.2 Explain the tools application

5. Understand the role of partners and suppliers in the practice

5.1 Explain the dependencies of the practice on third parties.

5.2 Explain how partners and suppliers can support the practice.

6. Understand how the ITIL® capability model can be used to develop the practice.

7. Understand how ITIL® guiding principles help to develop the practice.

Course Overview

A successful collaborative team has one goal, language and basic way of working. The ISM Foundation training provides the basic knowledge needed for this.

The language spoken in IT departments has traditionally been shaped by ITIL and increasingly by DevOps. In the ISM Foundation training, the extensive ITIL knowledge including 34 practices is compactly bundled into the 7 basic processes that occur in every IT department. This focus puts the emphasis on those topics and practical concepts that are used on a daily basis. The core of modern service management is addressed in a logical context such as the processes, Customer Value, DevOps, etc and provided with practical tips and tricks by trainers with extensive practical experience. With down-to-earth explanations, participants will gain insight into the coherence of the IT department’s work and learn one framework of concepts and language. ISM is the basis for the application of ITIL and DevOps, is limited to the core of IT Service Management and is therefore the practical alternative.

This training provides the knowledge for the offcial exam: Certified ISM Foundation (CISMF). This exam is included in the course price.

Course Objectives

A successful collaborative team recognizes the purpose of IT service delivery and the process that leads to it. It speaks one language and has the same framework of concepts. Learning these basics is the result of this practical ISM Foundation training.

The way IT departments work is shaped by ITIL, but over the years all kinds of methods, techniques and practices have been added, such as DevOps, Agile, Lean and Experience Management. This has made the field increasingly mature. We therefore also speak of Modern Service Management. In ISM, this comes together in a practical and applicable form. The Operating model describes how services are created. This includes the process model with the 7 basic processes and the 3 value streams (value streams), but also the layout of the organization and the role of the customer and suppliers.

Also discussed is the Governance Model: How is an IT organization managed, what are the goals and how do you recognize the results and how can an organization grow in quality.

Course Content

The content of the training is entirely determined by the content of the standard ISM method:

• acquiring knowledge and insight in the field of IT service management
• learning to abstract and nuance management issues
• applying a process model in the context of control issues
• acquire insight into the application of the business assets People, Process and Product
• learn how the influence of environmental factors can be placed in the context of management (e.g. in an outsourced situation)
• learn to improve using a methodical approach according to ISM.