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

Module 0: Welcome to 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 Monitoring and Event Management Practice wrap-up

Duration: 5m

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