ITIL 4 Practitioner: Monitoring and Event Management

Learn how to systematically observe services and service components, recording, reporting, and responding to selected changes of state identified as events.

What will you learn?

* Key concepts

Understand the purpose and key concepts of Monitoring and Event Management, highlighting its importance in proactively managing IT services and detecting events to ensure operational stability.

* Practice success factors

Learn about practice success factors (PSF) and key practice metrics, essential for evaluating the effectiveness and efficiency of Monitoring and Event Management in maintaining service health and performance.

* Practice Processes

Explore Monitoring and Event Management processes, including key activities, and learn how to integrate them into your organisation’s value stream to ensure timely detection and response to events.

* Roles and Competencies

Focus on key roles within Monitoring and Event Management, and understand how to position the practice effectively within your organisation. Develop the necessary competencies for managing monitoring systems and handling events.

* Information and Technology

See how Information and Technology can support and enable Monitoring and Event Management to deliver improvements, providing tools and systems for effective monitoring and event management.

* Partners and Suppliers

Explore the role of partners and suppliers in Monitoring and Event Management, understanding how to collaborate effectively to enhance monitoring capabilities and ensure comprehensive event detection and response.

* The ITIL Capability Model

Discover how the capability criteria support the practice’s capability development, ensuring alignment with industry best practices and organisational requirements for effective Monitoring and Event Management.

* Practice Success

Learn strategies for succeeding with Monitoring and Event Management and understand how it is supported by the ITIL guiding principles, ensuring the establishment of robust monitoring practices to achieve business goals and maintain service quality.

* Key metrics and performance indicators

Grasp the importance of defining and tracking metrics and KPIs to measure the performance and effectiveness of IT services.