We provide course about ITIL® 4 Practitioner: Monitoring and Event Management. The ITIL® 4 Practitioner: Monitoring and Event Management course focuses on observing IT services and service components to detect events, understand service health and respond to changes in operational status.
Course description:
The purpose of the Monitoring and Event Management practice is to systematically observe services and service components and to record, report and respond to selected changes of state identified as events. Monitoring provides visibility into the health and performance of services, while event management enables organisations to respond effectively when service conditions change.
Together, these activities help organisations identify incidents early, maintain service availability and improve operational decision-making. This course provides practical guidance on the Monitoring and Event Management practice, including the processes, roles and supporting technologies involved.
Participants also learn how to measure and improve the practice capability using the ITIL maturity model. The training focuses on proactive service monitoring, event analysis and improved visibility across service value streams, helping organisations reduce service disruptions and improve reliability.
Course objectives:
This course will help you to:
• Improve IT service availability
• Proactive or early detection of incidents and problems
• Understand service health
• Boost availability and performance reportingReduce cost of outages and a reduction in ‘firefighting’-style approaches to incidents.
• Raise visibility of and manage dependencies that impact service value stream performance
• Measure, assess and develop the Monitoring and Event Management practice capability in your organisation by using the ITIL Maturity Model.
Course outline:
Modul 1 - Understanding the Monitoring and Event Management practice:
• Participants learn the purpose and scope of the Monitoring and Event Management practice and how it supports visibility into service health and operational performance.
Modul 2 - Monitoring services and service components:
• The course explores how organisations observe systems, services and infrastructure components to collect operational data and identify potential issues.
Modul 3 - Event detection and response:
• Participants learn how events are identified, categorised and analysed so that appropriate responses can be triggered when service conditions change.
Modul 4 - Roles, responsibilities and governance:
• The training explains the roles involved in monitoring and event management and how governance structures ensure accountability and effective coordination.
Modul 5 - Measuring and improving monitoring capability:
• Participants explore success factors, metrics and the ITIL maturity model to measure and improve the effectiveness of monitoring and event management practices.
Target audience:
This course is suitable for:
• IT service management professionals
• IT operations and infrastructure specialists
• Monitoring and observability engineers
• IT managers responsible for service reliability
• Anyone holding an ITIL certification who wants to deepen their practice knowledge
Prerequisites:
• For taking the exam, a candidate must have passed the ITIL 4 Foundation certification or ITIL® V3 Foundation examination.
Language:
• Engelsk innhold, norsk instruktør
Course material:
The course fee includes electronic course material, Certification test with free second shoot, lunch and refreshment for in class events only.
Certification:
You will get an exam voucher that gives you access to an online exam. This can be booked and taken home monitored by a proctor via camera. Get the step-by-Step Guidelines on how to take an Online Proctored Exam on your computer.
How to take the exam:
• 20 questions
• Multiple choice
• 13 out of 20 marks required to pass (65%)
• 30 minutes
• Closed book