Overview
This course is part of the ITIL Practice Manager pathway. For more detailed information on the ITIL Master Pathway, please navigate to the bottom of this page.
A three-day course to prepare delegates to successfully use the practices in their environment and to pass the associated examination.
The course consists of a mixture of instructor-based training and activities giving you a deeper look into the below 5 practices:
- Service desk
- Incident management
- Service request management
- Monitoring and event management
- Problem management
There is 90 minutes, multiple choice examination associated with this course. This exam is virtual and can be booked at a time of the delegates choosing and will be invigilated virtually by PeopleCert.
The exam can be booked anytime after 3pm on the last day of the course.
Prerequisites
An ITIL4® Foundation certificate.
Target Audience
This course is designed for people wanting to expand their knowledge in the practices involved in the operational side of an organisation.
Outline
This course consists of a brief introduction to service value systems. It is expected that delegates will be familiar with these from their foundation course. Following on from this, the course talks about the capability model used to assess the maturity of our practices/processes/procedures.
After the introduction each of the 5 practices listed above will be looked into. This will cover the people involved in the practices, the technology available and used, how partners and suppliers can get involved in the specific practices and which processes we would look to develop for each practice.
At the end of the course the expectation is that delegates can take away some of the information and use it in their organisations.
It also allows delegates to meet like-minded people, share experiences and learn from each other whilst taking onboard the best practice advice and guidance provided by the instructor.
Why choose QA
- 98% say our ITIL® training will improve job performance
- 92% pass rate for our ITIL® training courses
- 98% quality rating for our ITIL® trainers' knowledge
- We are fully accredited by PeopleCert
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
ITIL® Master
ITIL® 4 provides an emphasis on the business and technology world, how it works today, and how it will work in the future with agile, DevOps and digital transformation. Complete all three certifications below to achieve the ITIL® Master certification.
= Required
= Certification
= Required
= Certification
Frequently asked questions
See all of our FAQsHow can I create an account on myQA.com?
There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.
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If you have the booking number you can also go here and select the "I have a booking number" option. Enter the booking reference and your surname. If the details match, you will be taken to the "Create account" page from where you can enter your details and confirm your account.
Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.
How do QA’s virtual classroom courses work?
Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.
We use the WebEx video conferencing platform by Cisco. Before you book, check that you meet the WebEx system requirements and run a test meeting (more details in the link below) to ensure the software is compatible with your firewall settings. If it doesn’t work, try adjusting your settings or contact your IT department about permitting the website.
Learn more about our Virtual Classrooms.
How do QA’s online courses work?
QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course. When you book a QA online learning course you will receive immediate access to it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.
All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.
Learn more about QA’s online courses.
When will I receive my joining instructions?
Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.
When will I receive my certificate?
Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.