Description

These modules are covered in detail in the ITIL® 4 Monitor, Support and Fulfil (MSF) training: Module 1: Overview of the Five Practices, Incident Management Practice, Service Request Management Practice, Problem Management Practice, Service Desk Practice, Monitoring and Event Management Practice. Module 2: The purpose of incident management practice is to minimize the negative impact of incidents by restoring normal service operations as quickly as possible. Incident management practice is a fundamental element of service management. This practice is beneficial to both IT service providers and their service consumers. Module 3: In some organizations, the main purpose of the service desk practice is to create an effective communication interface between a service provider and its users, with incidents and service requests being just two communication topics. In these organizations, the purpose of this practice could be: to create an effective entry point and single point of contact for all users; to capture demand for incident resolution and service requests. Organizations can and should adapt the practice purpose statements and the other recommendations of ITIL to their objectives and circumstances. Module 4: This practice identifies and prioritizes infrastructure, application, service, business process and information security incidents and determines the appropriate response to these incidents. Responses include identifying potential failures, responding to conditions that could lead to incidents, and performing activities required for services to perform at agreed levels. Module 5: Problem management is essentially a quality and risk mitigation practice. It is used to eliminate underlying problems or at least to manage future incidents more effectively. Problem management is required to drive and coordinate problem solving and resolution activities in organizations. Module 6: Ensuring that service requests are fulfilled effectively and efficiently is an important part of user satisfaction. It is important that service requests are defined correctly. If the term service request is applied too broadly by either the service provider or consumer, any activity performed may be considered a service request, reducing the ability of providers to handle them effectively. Module 7: This session explains the capability levels of the ITIL maturity model that can be used to develop practice and how to plan a capability assessment. You will also be able to test and consolidate your knowledge with a summary learning checklist at the end of each module. At the end of the course, an overall summary is available and you can test your knowledge with quiz questions.