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Asseco Academy » Training » ITIL® Monitor, Support and Fulfil eLearning in English

Training ITIL5_MSF_eLearning

ITIL® Monitor, Support and Fulfil eLearning in English

Accreditation

  • Training description
  • Scope
  • Additional info
  • Exam

Training description

eLearning ITIL® Monitor, Support & Fulfil od PeopleCert. Ucz się we własnym tempie, według własnego harmonogramu, z dowolnego miejsca – tak jak lubisz!

To szkolenie dla prawdziwych praktyków IT i osób, które sztukają wyłącznie sprawdzonych praktycznych rozwiązań, gotowych do zastosowania. Szkolenie przedstawia w szczegółach 5 następujących praktyk zarządzania usługami IT:

  • Service Desk
  • Zarządzanie incydentami (Incident Management)
  • Zarządzanie problemami (Problem Management)
  • Zarządzanie wnioskami o usługi (Service Request Management)
  • Monitorowanie i zarządzanie zdarzeniami (Monitoring & Event Management).

Poznaj najlepsze praktyki zarządzania usługami rekomendowane przez profesjonalistów IT i zacznij je stosować w codziennym działaniu.

Szkolenie ITIL Monitor, Support & Fulfil to naturalny kolejny krok w rozwoju kariery po szkoleniu ITIL Foundation.

 

Czego się nauczysz

  • Identyfikowania incydentów i wniosków o usługi oraz ich obsługi w Service Desku
  • Minimalizowania negatywnego wpływu incydentów poprzez jak najszybsze przywrócenie normalnego działania usługi
  • Zmniejszania prawdopodobieństwa wystąpienia i wpływu incydentów poprzez identyfikację faktycznych i potencjalnych przyczyn incydentów oraz zarządzanie obejściami i znanymi błędami
  • Obsługi wniosków o usługę w sposób efektywny i przyjazny dla użytkownika
  • Systematycznego obserwowania usługi i komponentów usług oraz rejestrowania i raportowania zdarzeń
  • Rozumienia praktyk z obszaru Monitor, Support & Fulfil w kontekście 4 wymiarów zarządzania usługami
  • Wykorzystania ITIL Capability Model do rozwoju praktyk
  • Przygotujemy Cię do egzaminu ITIL Monitor, Support & Fulfil.

 

Do kogo skierowane jest szkolenie

  • Osoby zarządzające usługami cyfrowymi i IT
  • Osoby odpowiedzialne za dostarczanie i wsparcie produktów cyfrowych i usług IT
  • Osoby, które ukończyły kurs ITIL Foundation, poznały podstawy modelu usługowego i są gotowe by zanurkować w praktykę zarządzania usługami IT.

 

Wymagania wstępne

  • Certyfikat ITIL Foundation (w wersji 3, 4 lub 5)

Scope

Course content:

The ITIL® Monitor, Support and Fulfill (version 5) eLearning is packed with practical knowledge and real-world examples to reinforce the important points.

The training details the following 5 managing practices:

  • Service Desk
  • Incident Management
  • Problem Management
  • Service Request Management
  • Monitoring & Event Management.

For each practice, you will learn:

  • 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.

Additional info

W cenie szkolenia eLearning uczestnik otrzymuje

  • 12-miesięczny dostęp do eLearning ITIL® Monitor, Support & Fulfil od PeopleCert
  • Oficjalny zestaw materiałów szkoleniowych dla uczestników (Official Training Material Learner Kit)
  • Zestaw 5 oficjalnych eBooków z praktykami omawianymi na szkoleniu ITIL® Monitor, Support & Fulfil:
    • Service Desk
    • Incident Management
    • Problem Management
    • Service Request Management
    • Monitoring & Event Management
  • Voucher na egzamin online z usługą On-line Proctor

 

Obowiązkowy pakiet egzaminacyjny zawiera

  • Voucher na egzamin online ITIL® Monitor, Support & Fulfil (On-line proctored Exam)

 

Uczestnik może samodzielnie wybrać język egzaminu, oficjalnego eBooka oraz podręcznika do szkolenia. Poza językiem angielskim i polskim, dostępny jest chiński, francuski, hiszpański, japoński, niemiecki, portugalski (brazylijski) oraz włoski.

 

Organizacja eLearningu

  • Krok 1. Zaloguj się do konta PeopleCert na stronie https://www.peoplecert.org/login.
  • Krok 2. Wykorzystaj kod vouchera dostarczony przez organizację szkoleniową.
  • Krok 3. Sprawdź i potwierdź, że masz prawidłowy egzamin i materiały w przeglądzie profilu. Oficjalny eBook powinien być widoczny w zakładce Moje eBooki, a eLearning w zakładce Moje szkolenia.
  • Krok 4 Po kliknięciu przycisku Access Now w sekcji Moje szkolenie nastąpi przekierowanie do strony powitalnej kursu eLearningowego.

 

Akredytacja dla Asseco Data Systems S.A. (Asseco Academy) przyznana przez PeopleCert International Limited.

ITIL® jest zarejestrowanym znakiem handlowym należącym do PeopleCert International Limited i używanym za jego zgodą. Wszelkie prawa zastrzeżone.

Swirl logo™ jest znakiem handlowym należącym do PeopleCert International Limited i używanym za jego zgodą. Wszelkie prawa zastrzeżone.

ITIL Accredited Training Organization logo® jest znakiem handlowym należącym do PeopleCert International Limited i używanym za jego zgodą. Wszelkie prawa zastrzeżone.

Exam

  • Additional Mock Exam – version A

    PeopleCert Official Mock Exam – Version A. This is a full, timed and marked exam arranged to give you a feel of the real exam and help you familiarize with thxe examination interface. There are 2 different official mock exams available – version A or B.

    You can choose the language of the exam – Polish, English or other.

    Key benefits of taking a PeopleCert Mock Exam:

    • Practice before the final exam;
    • Focus study efforts on the areas needed;
    • Familiarise with the exam environment;
    • Tackle exam-anxiety;
    • Enhance time-management skills;
    • Build mental stamina.

    Prior to starting your mock exam you will be provided with the instructions and any possible information you need to know for the exam simulation. After you complete your mock exam, you will receive a test report with full marked results, indicating areas of improvements based on your answers.

  • Additional Mock Exam – version B

    PeopleCert Official Mock Exam – Version B. This is a full, timed and marked exam arranged to give you a feel of the real exam and help you familiarize with the examination interface. There are 2 different official mock exams available – version A or B.

    You can choose the language of the exam – Polish, English or other.

    Key benefits of taking a PeopleCert Mock Exam:

    Practice before the final exam;

    Focus study efforts on the areas needed;

    Familiarise with the exam environment;

    Tackle exam-anxiety;

    Enhance time-management skills;

    Build mental stamina.

    Prior to starting your mock exam you will be provided with the instructions and any possible information you need to know for the exam simulation. After you complete your mock exam, you will receive a test report with full marked results, indicating areas of improvements based on your answers.

  • PeopleCert hard copy certificate

    PeopleCert paper certificate with hologram confirming that you have passed the exam – optional purchase.

    At no additional cost, you will receive an e-certificate issued within 2 days of the exam date.

  • Annual PeopleCert Plus Membership

    PeopleCert Plus 12-month subscription includes:

    (1) Extra Mock Exams for each exam you plan to take;

    (2) Take2 Resit for any of your exams;

    (3) Continuous Professional Development (CPD) to keep your certifications current;

    (4) Digital Badges to showcase your exam certifications;

    (5) Live Masterclass webinars for subscribers only;

    (6) Project & ITSM Resources including 34 updated ITIL4 practice guides, over 200 official templates, job role profiles, whitepapers, video tutorials, case studies, research reports, and more;

    Learn more: https://www.peoplecert.org/Membership

  • Take2 Exam Re-sit option

    Take2 can reduce your exam day stress, because if the result isn’t as expected, you get a free re-sit.

    Take2 costs just a fraction of the exam fee, helping you avoid purchasing the full-priced exam again.

    Schedule your re-sit exam at your convenience, with up to 6 months to prepare, and take it from the comfort of your home or office.

    The free re-sit is specific to the exam voucher purchased; it is non-transferable and non-refundable if not used. Only vouchers valid for 12 months are eligible.

    Learn more: https://www.peoplecert.org/Take2

     

  • Exam Package: ITIL® Monitor, Support & Fulfil (Learner Kit, eBook, Voucher)

    The mandatory exam package includes:

    • Official ITIL® Monitor, Support & Fulfil (version 5) eBook,
    • Voucher for the ITIL® Monitor, Support & Fulfil (version 5) online exam with On-line Proctor service.

    Information about the exam:

    • Type: Multiple-choice (1 correct answer out of 4),
    • Language: English,
    • Number of questions: 60,
    • Duration: 90 minutes (candidates taking the exam in a language that is not their native or working language are awarded 25% extra time, that is 113 minutes in total),
    • Pass rate threshold: 65% correct answers (39/60),
    • Closed book exam: book or other materials are not allowed,
    • Exam version: Voucher for an online exam proctored by PeopleCert – date individually agreed by the participant; for in-house groups, the exam can be taken online in the training room or in paper form,
    • The exam is supervised by PeopleCert; photo ID is required, and the camera and microphone must be turned on during the exam;
    • No third parties are allowed in the room during the exam;
    • Prerequisites: Completion of an accredited ITIL Monitor, Support & Fulfil training course,
    • Exam voucher valid: 12 months from purchase (unless other terms apply in the promotion),
    • Certificate valid: 3 years from date of issue, with the possibility of extension.

    The exam voucher can be redeemed by taking the exam in Poland or in another country within PeopleCert Region 3*. If the exam voucher is redeemed outside PeopleCert Region 3*, Asseco Academy has the right to issue the customer with an invoice for the difference in price between the region where the voucher was purchased and the region where it was used. This is in accordance with PeopleCert’s voucher redemption policy.

    *) List of PeopleCert regions

Training schedule

Remote

… if you value the opportunity to learn with a trainer and other participants, from anywhere without having to commute.

Stationary

… if you want to learn while sitting in the same room with the trainer and other participants.

Online

… if you want to learn from materials available via the interenet anywhere at any time

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ITIL® Monitor, Support and Fulfil eLearning in English

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