• ITIL 4 Practitioner: Incident Management

Learn about the processes and activities of the Incident Management practice, and their roles within the service value chain.​

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• ITIL 4 Practitioner: Service Desk

Learn how to improve user and customer experience, as well as the overall success of your service relationships.

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• ITIL 4 Practitioner: Service Request Management

Learn to deliver an agreed quality of service by handling all predefined, user-initiated service requests in an effective and user-friendly manner.

 

• 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.

 

• ​ITIL 4 Practitioner: Problem Management

Receive practical guidance on the processes and activities of Problem Management, including their roles in the service value chain.

 

• ITIL 4 Practitioner: Change Enablement

Learn to maximize the number of successful service and product changes by ensuring that risks have been accurately assessed, authorizing changes, and managing change schedules.

 

• ITIL 4 Practitioner: Deployment Management

Learn how to move new or changed hardware, software, documentation, processes, or any other component to live environments, and how to deploy components to other environments for testing or staging.

 

• ITIL 4 Practitioner: Release Management

Learn best practices for making new and changed services available for use, in line with your organization’s policies and any agreements between the organization and its service consumers.

 

• ITIL 4 Practitioner: Service Configuration Management

Learn to provide accurate and reliable information about the configuration of services and configuration support items when and where it is needed.

 

• ITIL 4 Practitioner: IT Asset Management

Learn how to plan and manage the full lifecycle of all IT assets to help your organization maximize value, control costs, and manage risks related to the purchase, use, and disposal of those assets.

 

• ITIL 4 Practitioner: Relationship Management

The purpose of this module is to establish how to nurture the links between the organization and its stakeholders at strategic and tactical levels.

 

• ITIL 4 Practitioner: Supplier Management

The purpose of this module is to ensure that the organization’s suppliers and their performances are managed appropriately to support the seamless provision of quality products and services.

 

• ITIL 4 Practitioner: Service level Management

The purpose of this module is to provide best practice guidance on how to set clear, business-based targets for service utility, warranty and experience.

 

• ITIL 4 Practitioner: Continual Improvement

The purpose of this module is to align the organization’s services with changing business needs through the ongoing improvement of products, services and practices.

 

• ITIL 4 Practitioner: Information Security Management

The purpose of this module is to provide best practice guidance on how to protect the information needed by an organization to conduct its business.

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Exam/Practice

• 20 questions

• 30 minutes

• Multiple choice

• Closed book

 

Duration/Practice

• 1.5 days  

 

Certification requirements

• ITIL Foundation or ITIL 4 Managing Professional Transition Certificate

• Training through an Accredited Training Organization

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