Overview
This course is part of the ITIL® 4 Practice Manager pathway and is designed to equip professionals with a deep understanding of five essential ITIL practices that underpin efficient and effective service operations: Service Desk, Incident Management, Service Request Management, Monitoring and Event Management, and Problem Management.
Delivered over three days, the course blends instructor-led learning with hands-on activities to explore how these practices can be embedded into service value streams. Learners will understand how to measure maturity, integrate practices strategically and operationally, and foster cross-practice collaboration for optimal service delivery. The course also prepares learners for the associated PeopleCert exam.
Prerequisites
Learners must hold an ITIL® 4 Foundation or ITIL® v3 Foundation certification. A basic understanding of service value systems and value streams, as introduced in the ITIL Foundation, is also expected.
Target audience
This course is ideal for individuals working in operational IT service roles or those responsible for managing, supporting, and improving IT services, including:
- IT service desk managers and team leaders
- Incident and problem managers
- Service support staff and request fulfilment teams
- Monitoring analysts and event coordinators
- IT operations professionals seeking structured ways to enhance service reliability
- Professionals seeking to improve operational excellence through mature ITIL practices
Delegates will learn how to
By the end of this course, learners will be able to:
- Define the scope, purpose, and strategic value of the five key ITIL practices covered
- Integrate practices within service value streams to enhance service performance
- Identify key roles, technologies, and supplier engagements across practices
- Apply practice-specific metrics and success factors to evaluate performance
- Use the ITIL Maturity Model to assess and develop practice capability
- Understand how these practices interface and collaborate to deliver business value
- Apply ITIL guidance to real-world operational challenges and service fulfilment scenarios
Outline
Foundations and capability maturity
- Brief review of service value systems and value streams
- Introduction to the ITIL capability model for assessing practice maturity
Service desk
- Scope, responsibilities, and key roles of the service desk
- Enabling customer engagement and communication
- Use of knowledge management and automation
- Technologies and tools to support service desk operations
Incident management
- Identifying, logging, categorising, and prioritising incidents
- Restoring service operations swiftly and effectively
- Metrics and SLAs used in incident response
- Coordination with other practices to resolve incidents
Service request management
- Differentiating service requests from incidents
- Managing user expectations and delivering standard services
- Automating request fulfilment and self-service options
- Integration with service catalogues and support systems
Monitoring and event management
- Monitoring services and infrastructure to detect early warnings
- Event classification, correlation, and response procedures
- Using monitoring tools to ensure service availability and reliability
- Interfaces with incident and problem management
Problem management
- Identifying root causes and preventing recurrence of incidents
- Analysis and diagnosis techniques
- Designing workarounds and permanent solutions
- Collaboration across practices to reduce overall incident volume
Practice integration and real-world application
- Synergies across the five practices
- Applying maturity models to evaluate and improve each practice
- Cross-practice exercises to align operational activities with business goals
Exams and assessments
This course includes a formal certification exam:
- 60 multiple-choice questions
- 90 minutes duration
- Closed book
- Pass mark: 39 out of 60 (65%)
- Online exam booked post-course and proctored virtually by PeopleCert
From 2023, all PeopleCert Global Best Practice certifications must be renewed every three years.
Hands-on learning
Learners will engage in collaborative activities and scenario-based exercises that simulate real IT service environments. These include:
- Role-based exercises to understand operational dynamics
- Group discussions to evaluate practice maturity
- Practical application of monitoring tools and request workflows
- Case studies to explore cross-practice collaboration and improvements
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® and the Swirl logo are registered trademarks of the PeopleCert group. Used under license from PeopleCert. All rights reserved.
Frequently asked questions
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Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.
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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.
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.