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Achieving Operation Excellence with ITIL 4

Expand You knowldge on Service Desk, Incident, Problem, Service Request and Monitoring and Event Management
Samir Faraj
805 Students enrolled
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Disclaimer: This UNOFFICIAL course is not affiliated with or endorsed by Axelos.

This course has no accreditation, and will not qualify you to attend anytype of certification, and it does not offer any associated PDUs.

The aim of this course is to help you implement more advanced concepts, processes, and practices in your organization.

Are you ready to take your IT service management skills to the next level?

Welcome to “Achieving Operational Excellence with ITIL 4,” a comprehensive training program designed to empower you with the latest insights and strategies in ITIL 4 framework. Whether you’re an entry-level IT enthusiast or an experienced IT service manager, this course is your gateway to mastering the agile and flexible world of IT service management.

Are you ready to take your IT service management skills to the next level and make a significant impact on your organization, just like the hospital in this real-world example?

Course Overview:

In “Achieving Operational Excellence with ITIL 4,” we delve deep into the world of ITIL 4, equipping you with the knowledge and skills needed to implement crucial ITIL practices. Our course goes beyond theory by providing you with a real-world case study – a hospital that’s actively implementing ITIL 4 practices to transform its IT department.

Real-World Example: A Hospital’s IT Transformation

The hospital has decided to implement the following ITIL 4 practices to tackle the challenges faced by its IT department:

1. Service Desk: The establishment of a Service Desk will serve as the single point of contact for all IT-related issues. This will help in triaging and routing incident and problem tickets to the appropriate teams or individuals for resolution, and handling service requests from hospital staff.

2. Incident Management: The aim of implementing Incident Management is to restore normal service operation as quickly as possible after an incident, to minimize the impact on business operations.

3. Problem Management: The hospital will use Problem Management in both reactive and proactive situations but will focus on some areas to proactively identify, analyze, manage, and eliminate recurring incidents and minimize the impact of incidents that cannot be prevented.

4. Service Request Management: The introduction of Service Request Management will help to handle the backlog of service requests and streamline the process of fulfilling these requests.

5. Monitoring and Event Management: The hospital will implement a Monitoring and Event Management process to proactively identify and address potential issues with the hospital’s IT infrastructure. This includes establishing event management rules and thresholds, as well as monitoring tools and dashboards.

Benefits of Attending This Course:

  • Real-World Application: Learn from a real-world case study of a hospital’s IT transformation, gaining practical insights that you can apply in your own organization.

  • Master ITIL 4 Practices: Gain proficiency in essential ITIL 4 practices, including Service Desk, Incident Management, Problem Management, Service Request Management, and Monitoring and Event Management.

  • Boost Your Career: Enhance your career prospects by acquiring skills highly sought after in the IT service management field.

Who Should Attend:

This course is ideal for:

  • IT professionals looking to deepen their understanding of ITIL 4 practices.

  • IT managers and team leaders seeking to implement ITIL 4 practices within their organizations.

  • Anyone with ITIL 4 Foundation certification as a prerequisite.


A prerequisite for this course is ITIL 4 Foundation certification, as it serves as the foundation upon which we build these advanced ITIL 4 practices.

Join us on this transformative journey, where you’ll not only learn ITIL 4 practices but also witness their real-world impact through the hospital’s IT transformation. Enroll today and become an ITIL 4 expert ready to drive operational excellence in your organization!

How long do I have access to the course materials?
You can view and review the lecture materials indefinitely, like an on-demand channel.
Can I take my courses with me wherever I go?
Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don't have an internet connection, some instructors also let their students download course lectures. That's up to the instructor though, so make sure you get on their good side!
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Course details
Video 7 hours
Lectures 4
Certificate of Completion

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