This training program is open to anyone interested in expanding their professional skills. The practical examples and exercises are chosen so they map well to the daily work of Account Managers; participation is expressly open to everyone, regardless of current professional role. The course teaches methods, tools, and content that can be applied in many different work contexts.
The following typical tasks from the daily work of Account Managers serve as worked examples in the exercises; they can be adapted to other fields of activity during the course:
- Account plans
- Quarterly reviews
- Upsell paths
- Renewal strategies
- Customer maps
Content
- Introduction to ITIL 4 and key practices
- People, roles, and collaboration in Event Management
- Data flows, tools, and automation in monitoring
- Fundamentals and process flows of Incident Management
- External sources and partner integration in event streams
- The Service Desk: functions, tasks, and its role as the human interface
- Event Management within the operational value stream
- Service Request Management essentials, including structured processing and automation
- Monitoring techniques and tools
- Service Desk integration into the service value stream, covering intake, escalation, and feedback
- Problem Management, including process flows, root cause analysis, and supplier integration
- The role of requests within efficient value streams
- Integration of various ITIL practices
- Case studies and best practices
- Preparation for the certification examination
Learning Objectives
- Understand ITIL 4 principles