ITIL Practice Manager eLearning Courses - Includes Exam

ITIL Practice Manager: Monitor, Support, Fulfil (MSF) - valid in both ITIL v4 and ITIL (Version 5)
Exam: Closed book, 60 questions, 90 minutes, pass mark: 65%

A combined module that covers the key concepts of 5 ITIL Practices: Incident Management, Service Desk, Service Request Management, Monitoring and Event Management and Problem Management. Key Benefit: Enhance operational performance.

• Key concepts - Understand the purpose and key concepts of the Monitor, Support, and Fulfil practices, elucidating their importance in maintaining, supporting, and delivering IT services effectively.
• Practice success factors - Learn about practice success factors (PSF) and key practice metrics, essential for evaluating the effectiveness and maturity of the Monitor, Support, and Fulfil practices in achieving service excellence.
• Practice processes - Explore processes, including key activities, and learn how to integrate them into your organisation's value stream to ensure seamless monitoring, robust support, and efficient fulfilment of IT services.
• Roles and competencies - Focus on key roles within the Monitor, Support, and Fulfil practices, and understand how to position the practices effectively within your organisation. Develop the necessary competencies for monitoring services, providing support, and fulfilling service requests.
• Information and technology - See how Information and Technology can support and enable the Monitor, Support, and Fulfil practices to deliver improvements, providing tools and systems for effective monitoring, support, and fulfilment operations.
• Partners and suppliers - Explore the role of partners and suppliers in the Monitor, Support, and Fulfil practices, understanding how to collaborate effectively to enhance service monitoring, support, and fulfilment processes.
• The ITIL Capability model - Discover how the capability criteria support the practices' capability development, ensuring alignment with industry best practices and organisational requirements for effective monitoring, support, and fulfilment.
• Practice success - Learn strategies for succeeding with the Monitor, Support, and Fulfil practices and understand how they are supported by the ITIL guiding principles, ensuring the establishment of efficient and effective IT service management practices to achieve business goals.

ITIL Practice Manager: Collaborate, Assure and Improve (CAI) - valid in both ITIL v4 and ITIL (Version 5)
Exam: Closed book, 60 questions, 90 minutes, pass mark: 65%

Learn practical skills to adapt service management practices to the modern organisation's dynamic, high-velocity environment. Build resilient systems and improve service quality and speed. Suitable for all IT professionals. Key Benefit: Boost collaborative assurance.

• Key concepts - Understand the key concepts of Relationship Management, Supplier Management, Service Level Management, Continual Improvement, and Information Security Management, elucidating their significance in fostering collaboration, ensuring service quality, driving continual improvement, and maintaining information security.
• Practice success factors - Introduce the practice success factors (PSF) and key metrics of the practices, essential for evaluating the effectiveness and maturity of Collaborate, Assure, and Improve practices in achieving organisational goals and delivering value to stakeholders.
• Practice processes - Explore processes including key activities and learn how to integrate the practices into the organisation's value stream to enhance collaboration, assurance, and improvement across service delivery processes.
• Roles and competencies - Focus on the key roles of the Collaborate, Assure, and Improve practices and understand how to position the practices effectively within the organisation. Develop the necessary competencies for driving collaboration, ensuring assurance, and facilitating improvement initiatives.
• Information and technology - Explore how Information and technology can support and enable the Collaborate, Assure, and Improve practices to deliver improvements, providing tools, technologies, and best practices for enhancing collaboration, assurance, and continual improvement efforts.
• Partners and suppliers - Focus on the role of partners and suppliers in the Collaborate, Assure, and Improve practices, understanding how to collaborate effectively to leverage external expertise, resources, and capabilities to enhance service delivery and achieve organisational goals.
• The ITIL capability model - Explore how the capability criteria support the practices' capability development, ensuring alignment with industry best practices and organisational requirements for effective collaboration, assurance, and improvement practices.
• Practice success - Focus on the recommendations for Collaborate, Assure, and Improve success and understand how they are supported by the ITIL guiding principles, ensuring the establishment of a culture of collaboration, assurance, and continual improvement to drive organisational success.

ITIL Practice Manager: Plan, Implement, and Control (PIC) - valid in both ITIL v4 and ITIL (Version 5)
Exam: Closed book, 60 questions, 90 minutes, pass mark: 65%

A combined module that covers the key concepts of 5 key ITIL practices: Change Enablement, Deployment Management, Release Management, Service Configuration Management, and IT Asset Management. Key Benefit: Effective strategic execution.

• Key concepts - Understand the purpose and key concepts of the Plan, Implement, and Control practices, highlighting their importance in establishing, executing, and governing IT service strategies effectively.
• Practice success factors - Learn about practice success factors (PSF) and key practice metrics, essential for evaluating the effectiveness and maturity of the Plan, Implement, and Control practices in achieving strategic objectives.
• Practice processes - Explore processes, including key activities, and learn how to integrate them into your organisation's value stream to ensure coherent planning, effective implementation, and robust control mechanisms.
• Roles and competencies - Focus on key roles within the Plan, Implement, and Control practices, and understand how to position the practices effectively within your organisation. Develop the necessary competencies for planning, executing, and controlling IT service strategies.
• Information and technology - See how Information and Technology can support and enable the Plan, Implement, and Control practices to deliver improvements, providing tools and systems for effective planning, implementation, and control.
• Partners and suppliers - Explore the role of partners and suppliers in the Plan, Implement, and Control practices, understanding how to collaborate effectively to enhance strategy execution and governance.
• The ITIL Capability model - Discover how the capability criteria support the practices' capability development, ensuring alignment with industry best practices and organisational requirements for effective planning, implementation, and control.
• Practice success - Learn strategies for succeeding with the Plan, Implement, and Control practices and understand how they are supported by the ITIL guiding principles, ensuring the establishment of effective IT service strategies and governance frameworks to achieve business goals.