ITIL® 4 Specialist: Monitor, Support and Fulfil

3 Days (21 hours)

This combined practice module covers the key concepts of five ITIL practices, namely, Incident Management, Service Desk, Service Request Management, Monitoring and Event Management and Problem Management.

The ITIL 4 Specialist: Monitor, Support and Fulfil combined practice module is for IT professionals aiming to establish a good cross-practice collaboration and effective service value streams. The individuals can demonstrate their understanding and application of the concepts covered in the five ITIL Management Practices at both strategic and operational levels maximizing value from these practices.

• ITIL® 4 Practitioner: Incident Management
• ITIL® 4 Practitioner: Service Desk
• ITIL® 4 Practitioner: Problem Management
• ITIL® 4 Practitioner: Service Request Management
• ITIL® 4 Practitioner: Monitoring and Event Management

This course will help you to:

• Define the key concepts, principles, value and challenges of ITIL 4’s five management practices
• Ensure stakeholders understand the strategic and operational requirements to co-create value and achieve business goals
• Integrate the practices in the organization’s value streams
• Understand the interfaces and synergies across these five practices
• Apply metrics and practice success factors to improve performance
• Measure, assess and develop the capability of the various practices covered by using the ITIL Maturity Model.

Audience:

Everyone having an ITIL certification

Prerequisite:

For taking the exam, a candidate must have passed the ITIL 4 Foundation certification.

Course material:

Official course material will be delivered digital and consist of:

• Course material 
• ITIL Practice guide for Monitor, Support and Fulfil

CONTENT

CERTIFICATION

1. Understand the key concepts of the Monitor, Support, and Fulfil (MSF) practices.
2. Understand the processes of the MSF practices.
3. Understand the roles and competences of the MSF practices.
4. Understand how information and technology support and enable the MSF practices.
5. Understand the role of partners and suppliers in the MSF practices.
6. Understand how the ITIL capability model can
   be used to develop the MSF practices.

Understand how the ITIL guiding principles
support the MSF practices.