ITIL® 4 Practitioner: Monitoring and Event Management

  • Course Duration: 5h
  • qualification: ITIL

About this course

Introduction

The ITIL 4 Practitioner: Monitoring and Event Management Practice module is for IT professionals who want to systematically observe services and service components, and record, report and respond to selected changes of state identified as events.

The individuals can demonstrate their understanding and application of the concepts covered in the ITIL 4 Monitoring and Event Management practice at both strategic and operational levels maximizing value from this practice area.

ITIL 4 Practitioner: Monitoring and Event Management enables professionals to

  • Detect early warnings of IT service interruption or degradation
  • Improve IT service availability
  • Proactive or early detection of incidents and problems
  • Understand service health
  • Boost availability and performance reporting
  • Reduce 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 their organisation by using the ITIL Maturity Model
Who is this course aimed at?

ITIL certification is aimed at IT professionals who are involved in minimizing the negative impact of incidents by restoring normal service operation as quickly as possible. It provides them with a thorough understanding of the service life cycle and the processes involved, which enables them to tackle service management issues effectively.

Here are some of the roles and careers that could benefit greatly from ITIL certification:

  • IT Service Managers or Consultants: Those who manage the provision of IT services can benefit greatly from understanding the best practices, processes, and activities that ITIL 4 provides. This helps in effective management and continual improvement of IT services.
  • IT Architects: IT Architects design the overall structure of the IT environment. Knowledge of ITIL 4 can assist them in creating designs that are easier to manage and operate, and that align better with the business requirements.
  • IT Operations Managers: Professionals responsible for the daily operation of IT services can use ITIL 4 to ensure they are running their operations as effectively and efficiently as possible.
  • IT Auditors: ITIL 4 can provide a benchmark against which auditors can measure the organization’s IT service management capability.
  • IT Project Managers: Those who manage IT projects can use ITIL’s principles to improve their project management processes, leading to improved project outcomes.
  • IT Support Staff: For those working on the front line of support, ITIL 4 provides a structure that can help them to more effectively categorize, prioritize, and resolve incidents and requests.
  • Quality Analysts: ITIL 4 provides a framework for quality improvement, which can be used by Quality Analysts to drive continual improvements in IT service provision.
  • IT Suppliers and Contractors: Suppliers and contractors who understand ITIL 4 can provide services that better align with the IT service management requirements of their clients.

In addition to specific IT roles, ITIL 4 could be beneficial for business leaders and executives who need a clear understanding of how their IT services are being managed and how they could be improved. ITIL 4 provides a common language and framework that can be used organization-wide to improve communication and alignment.

Course Outline

 ITIL 4 Monitoring and Event Management Practice

Duration: 55m

Module zero introduces you to the course main features, learning plan, aims and objectives, and structure.

It also offers a syllabus, a diagram and tables pack, a further reading and links document and links to download essential copies of the framework publications.

It also contains some of the most frequently asked questions about ITIL 4 Monitoring and Event Management Practice.

Module 1: Key concepts

Duration: 1h

Module 1 explains the purpose and some key terms and concepts of the monitoring and event management practice. It then explains the practice success factors (PSFs) and the key metrics of the monitoring and event management practice.

Module 2: Processes and people

Duration: 1h

Module 2 begins by describing the three monitoring and event management practice processes: monitoring planning, event handling and monitoring and event management review.

It describes the inputs, outputs and key activities of the processes and how to integrate the monitoring and event management practice in the organization’s value streams.

The module goes on to describe the organizations and people involved in the practice.

It describes the responsibilities of the key roles and how to position the monitoring and event management practice in the organizational structure.

Module 3: Enabling the practice

Duration: 1h

Module 3 completes the content for this course with a description of further concepts that enable the monitoring and event management practice.

We start by explaining automation and tooling, and providing recommendations for the automation of monitoring and event management.

The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.

Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.

The module ends with recommendations for monitoring and event management practice success and how they’re supported by the ITIL guiding principles.

Module 4: The practice exams

Duration: 1h 5m

Module 4 contains two practice tests provided by PeopleCert.

Module 5: ITIL 4 Incident Management Practice wrap-up

Duration: 5m

Module 5 provides information on booking the exam and other courses of interest.

Exam/Assessment

ITIL® 4 Practitioner: Monitoring and Event Management Practice exam:

  • This is a multiple-choice ‘Objective Test Question’ (OTQ) exam consisting of 20 questions
  • There is a time limit of 30 minutes to complete the exam
  • The exam is closed book, with only the provided materials being permitted for use
  • The pass mark for the exam is 65%
  • In countries where English is a second language, the time allocated for the exam is extended to 75 minutes

What is included?

  • Course guide
  • Diagram pack
  • Full transcript
  • Comprehension checks
  • Two practice exams

What do you get?

  • Fully accredited
  • Mock Exams
  • Exam voucher included
  • Course duration: 5 hours
  • Access period: 3 months
  • Comprehension checks
  • Quizzes & practice exams
  • Mobile compatible

FAQs

What is ITIL® 4 Practitioner: Monitoring and Event Management?

The ITIL 4 Practitioner: Monitoring and Event Management practice module is for IT professionals who are involved in minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
 
The individuals can demonstrate their understanding and application of the concepts covered in the ITIL 4 Monitoring and Event Management practice at both strategic and operational levels maximizing value from this practice area
 

What are the prerequisites for ITIL® 4 Practitioner: Incident Management Practice?

ITIL® Foundation Certificate in IT Service Management OR
ITIL® 4 Managing Professional Transition Certificate
 

What is ITSM?

ITSM stands for ‘IT Service Management’. It involves using policies, procedures, and best practices to optimize IT services for clients and employees.

What is ITIL 4?

ITIL 4′ is the latest iteration of ITIL, the world’s leading framework for ITSM. It offers a series of best practices to help IT-powered organizations design, develop, and continually improve their IT services.

What does ITIL stand for?

Previously, ITIL stood for the ‘Information Technology Infrastructure Library’. The framework has evolved to the point where it is updated so often that it cannot be considered a static ‘library’. Because of this, the name no longer stands for anything.

What does the ITIL certification path look like?

Students must initially pass ‘ITIL Foundation’. Once a student has obtained ‘ITIL Foundation,’ they can go on to pass the ‘Practice Manager,’ ‘Managing Professional’ or ‘Strategic Leader’ streams. Obtaining all of the Practice Manager,’ ‘Managing Professional’ and ‘Strategic Leader’ certifications allows students to become an ‘ITIL Master.’

Students interested in a specific area of ITSM can take one of the four ITIL extension modules. These do not contribute to the ITIL Pathway.

How much is ITIL certification worth?

According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £18,000 and over £118,000), depending on their experience, role, and certification level. Even sitting a Foundation course can have significant benefits for ITSM professionals.

How does ITIL work?

ITIL provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long-term benefits with IT services continually aligned with business goals and strategies. It also offers proven practices for resource optimization and continuous improvement.

How can ITIL benefit businesses?

ITIL 4 is a modern framework that fully equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes.

The framework is also highly adaptable and can work alongside other popular approaches, such as DevOps. Finally, the framework is set to continue evolving to accommodate developments in technology and best practices. This makes ITIL future-proof for practitioner organizations.

What is AXELOS?

AXELOS is a trademark of PeopleCert, the organization behind a variety of highly popular best practice frameworks, including ITIL 4, PRINCE2, MSP, and AgileSHIFT.
 

What other frameworks can complement ITIL?

ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.

What you will learn

Introduction to Monitoring and Event Management:

  • Gain an overview of monitoring and event management principles, concepts, and objectives within the context of IT service management (ITSM). Understand the importance of proactive monitoring and event management in maintaining IT service availability and performance.

Monitoring Tools and Technology:

  • Explore the role of monitoring tools and technology in detecting, collecting, and analyzing IT events. Learn about different types of monitoring tools, including network monitoring, system monitoring, application performance monitoring (APM), and log management solutions.

Event Correlation and Analysis:

  • Gain skills in event correlation and analysis techniques to identify patterns, trends, and anomalies in IT event data. Learn how to correlate events from multiple sources to identify potential incidents and proactively address underlying issues.

Event Prioritization and Escalation:

  • Understand how to prioritize and escalate events based on their severity, impact, and business impact. Learn how to define event prioritization criteria and escalation procedures to ensure timely response and resolution of critical events.

Event Notification and Communication:

  • Explore event notification and communication processes to ensure timely dissemination of event information to relevant stakeholders. Learn how to define notification channels, recipients, and escalation paths to facilitate effective communication during event management.

Event Remediation and Automation:

  • Learn how to remediate events through automated response actions, such as auto-remediation scripts, automated workflows, and orchestration tools. Understand the benefits of event automation in reducing manual effort and accelerating incident resolution.

Performance Monitoring and Capacity Management:

  • Gain insights into performance monitoring techniques and capacity management practices to ensure optimal IT service performance and resource utilization. Learn how to monitor key performance indicators (KPIs), identify performance bottlenecks, and forecast capacity requirements.

Continuous Improvement:

  • Understand the importance of continuous improvement in monitoring and event management practices. Learn how to conduct post-event reviews, analyze root causes, and implement corrective actions to prevent recurrence of events and improve monitoring effectiveness.

Monitoring and Event Management Metrics:

  • Explore monitoring and event management metrics and key performance indicators (KPIs) used to measure the effectiveness and efficiency of monitoring processes. Learn how to collect, analyze, and report on monitoring data to track performance and drive improvement.

Integration with ITIL® Practices:

  • Understand how monitoring and event management practices integrate with other ITIL® practices, such as incident management, problem management, and change management. Learn how to leverage monitoring data to support proactive IT service management and decision-making.

Overall, the ITIL® 4 Practitioner: Monitoring and Event Management course equips participants with the knowledge, skills, and best practices needed to effectively monitor and manage IT events, optimize IT service performance, and ensure business continuity. Participants will learn how to implement monitoring and event management processes, tools, and techniques to proactively detect, analyze, and respond to IT events, minimizing their impact on IT service availability and performance.

Benefits of this course

Enhanced IT Service Availability:

  • By learning advanced monitoring and event management techniques, participants can improve the availability and reliability of IT services. Proactive monitoring helps detect and address issues before they impact service availability, minimizing downtime and disruptions.

Improved Incident Response:

  • Effective monitoring and event management enable faster detection, diagnosis, and resolution of incidents. Participants learn how to correlate and analyze event data to identify potential issues early and initiate timely remediation actions, reducing the impact on service operations.

Optimized Resource Utilization:

  • The course teaches participants how to optimize resource utilization through proactive monitoring and capacity management. By monitoring key performance indicators (KPIs) and forecasting capacity requirements, organizations can allocate resources more effectively and prevent performance bottlenecks.

Increased Operational Efficiency:

  • By automating repetitive tasks and response actions, participants can streamline monitoring and event management processes, reducing manual effort and improving operational efficiency. Automation helps organizations respond to events more quickly and consistently, freeing up resources for higher-value tasks.

Enhanced Decision-making:

  • Monitoring and event management provide valuable insights into IT service performance and health. Participants learn how to collect, analyze, and report on monitoring data to support data-driven decision-making and prioritize improvement initiatives based on business impact and value.

Proactive Problem Management:

  • Effective monitoring enables proactive problem management by identifying recurring issues and underlying root causes. Participants learn how to leverage monitoring data to conduct root cause analysis and implement corrective actions, reducing the frequency and impact of incidents over time.

Improved Customer Experience:

  • By minimizing service disruptions and proactively addressing potential issues, organizations can enhance the overall customer experience. Reliable IT services contribute to higher customer satisfaction and loyalty, improving the organization’s reputation and competitive advantage.

Alignment with ITIL® Best Practices:

  • The course aligns with ITIL® best practices for monitoring and event management, ensuring that participants gain a solid understanding of industry-standard frameworks and methodologies. This alignment enables organizations to adopt consistent and standardized monitoring practices.

Continuous Improvement Culture:

  • The course emphasizes the importance of continuous improvement in monitoring and event management practices. Participants learn how to conduct post-event reviews, identify opportunities for improvement, and implement corrective actions to enhance monitoring effectiveness over time.

Professional Development and Career Advancement:

  • Completion of the ITIL® 4 Practitioner: Monitoring and Event Management course demonstrates participants’ expertise in monitoring and event management and IT service delivery. This certification can enhance their professional credentials and career opportunities in IT service management roles.

Overall, the ITIL® 4 Practitioner: Monitoring and Event Management course equips participants with the knowledge, skills, and best practices needed to effectively monitor and manage IT events, optimize IT service performance, and ensure business continuity. Participants and organizations alike benefit from improved service availability, operational efficiency, and customer satisfaction.

£3,000.00

Benefits Obtained :

  • Online Course
  • Training Evaluation Test
  • Completion Certification