Duration: 2 days
Times: 9-17 o’clock, snacks included in the breaks
Guaranteed: The course takes place, regardless of the number of participants
Exam: multiple choice, 1 hour time, 40 questions, 26 points out of 40 (65%)
Examination date: at the end of the last day of the course
Examination Language: English and / or German
included: course materials, certification exam, snacks, beverages
Course location: ITSM Partner, Engerthstraße 90, 1200 Vienna
We start by introducing a service management practice everybody needs (given the fact that incidents happen): Incident Management.
We apply the „4 Dimensions“ model to the practice of Incident Management, thus introducing a holistic view on ITSM. After that we exercise causes and solutions to incidents, called „Problem Management“.
After a coffee break you get to know the Service Value Chain. This won’t be theory only because we apply it to the practices we’ve seen before. A short quiz will prove that you are on target regarding the certification exam on day two.
We continue with one of the most important practices for service assurance: Change Control, followed by a short journey through the world of Governance and some repetition exercises.
After lunch you will familiarize with important ITIL terms and further practices: Service Level Management, Service Request Management and Service Desk.
We dedicate the last part of the first day to the Guiding Principles of ITIL. Real-life examples will show you how to apply the principles to your daily practice. We close the day with a repetition quiz. Thus you’ll be able to spend an ITIL-free relaxing evening knowing that you are on track for your exam.
Let’s start into day two with the important topic of continual improvement. ITIL offers you a methodology for realizing improvement chances and implementing measures.
By now you’ll know all parts of a Service Value System. The challenge is to use the system in your work environment, therefore we’ve prepared some examples and a helpful exercise.
ITIL 4 contains a number of useful service management practices. We introduce all of them and dive deeper into the most important by explaining purpose, goals and contents, supported by real-life examples. A final quiz will help you remembering everything you need to pass the exam at the end of this course.