Effective monitoring and event management are crucial for maintaining the stability and reliability of IT services. This course equips participants with the tools to monitor services proactively, detect events, and ensure rapid response to minimise impact. Participants will learn how to implement monitoring systems, manage event data, and optimise workflows to maintain continuous service quality. The course combines theoretical knowledge with practical exercises, enabling participants to apply best practices in real-world scenarios. Key modules cover the introduction to monitoring, value stream management, roles and responsibilities, automation tools, and continuous improvement techniques within event management processes.
Learning Outcomes:
- Understand the importance of monitoring and event management in IT service management.
- Identify how value streams and processes impact event management operations.
- Apply best practices for managing events and optimising service stability.
- Evaluate the role of automation in monitoring and event management.
- Develop strategies for improving event management processes over time.
Key Topics:
- Monitoring and Event Management Concepts
- Value Streams in Event Management
- Organisational Roles in Monitoring and Event Management
- Monitoring and Event Management Automation Tools
- Partner and Supplier Collaboration in Event Management
- Continuous Improvement in Event Management
Exam Details
This course is designed to build participants’ understanding of key concepts and domains covered in the ITIL® 4 Practitioner: Monitoring and Event Management certification.
The course includes the ITIL® 4 Practitioner: Problem Management certification exam bundled with the course fee. Participants will receive an exam voucher for a webcam-proctored online examination conducted via the PeopleCert platform.
| Exam duration | 30 minutes |
| Number of questions | 20 |
| Question format | Multiple choice |
| Pass mark | 65% |
| Open book | No |
| Delivery format | Webcam-proctored online exam |
To maximise success, participants are strongly encouraged to complement the course with additional self-study, revision of course materials, and dedicated practice before attempting the exam.
ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
Module 1: Introduction to Monitoring and Event Management
- Module 1: Introduction to Monitoring and Event Management
- Module 1: Recap: Key Learning Points
Module 2: Value Streams and Processes
- Module 2: Value Streams and Processes
- Module 2: Recap: Key Learning Points
Module 3: Organizations and People
- Module 3: Organizations and People (Part 1 of 2)
- Activity 3.1: Monitoring and Event Management Roles (Instructions)
- Module 3: Organizations and People (Part 2 of 2)
- Module 3: Recap: Key Learning Points
Module 4: Information and Technology
- Module 4: Information and Technology (Part 1 of 2)
- Activity 4.1: Monitoring and Event Management Automation (Instructions)
- Module 4: Information and Technology (Part 2 of 2)
- Module 4: Recap: Key Learning Points
Module 5: Partners and Suppliers
- Module 5: Partners and Suppliers
- Module 5: Recap: Key Learning Points
Module 6: Monitoring and Event Management Capability Development
- Module 6: Monitoring and Event Management Capability Development
- Module 6: Recap: Key Learning Points
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