Course Outline
ITIL® 4 Specialist: Monitor, Support & Fulfil
This is a 3 day, instructor-led course.
This 3-day course compiles for the candidates the understanding of the key concepts, principles, value and challenges of ITIL 4’s five management practices, namely, the ITIL 4 Incident Management Practice, the ITIL 4 Service Desk Practice, the ITIL 4 Service Request Management Practice, the ITIL 4 Monitoring and Event Management Practice, and the ITIL 4 Problem Management Practice. It is intended to provide candidates with best practice guidance at both strategic and operational levels of maximizing value from the Practices.
The ITIL 4 Monitor, Support, and Fulfil Practices module is structured and aligned around the ITIL framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL 4 Incident Management Practice, ITIL 4 Service Desk Practice, ITIL 4 Service Request Management Practice, ITIL 4 Monitoring and Event Management Practice, ITIL 4 Problem Management Practice publications.
Upon successful completion of this course, you will have studied all 5 of the ITIL®4 practices below:
• Service Desk
• Incident Management
• Problem Management
• Service Request Management
• Monitoring & Event Management
Before attending this course, delegates must have attained an ITIL® v4 Foundation certificate.
This can be achieved by attending our ITIL® v4 Foundation course.
Exam Information
Exam vouchers are provided with this course. These will have a validity of 12 months. You will need to schedule your exams within this time frame.
• 60 questions
• 90 minutes
• Closed book
• Pass Mark 65% (39/60)
You will be awarded the ITIL 4 Practice Manager designation once you have successfully achieved the CDS (Create, Deliver and Support) plus the MSF (Monitor, Support and Fulfil) certifications.
Certification Renewal
All PeopleCert Global Best Practice certifications need to be renewed every 3 years.
ITIL® 4 Specialist: Monitor, Support & Fulfil
This is a 3 day, instructor-led course.
This 3-day course compiles for the candidates the understanding of the key concepts, principles, value and challenges of ITIL 4’s five management practices, namely, the ITIL 4 Incident Management Practice, the ITIL 4 Service Desk Practice, the ITIL 4 Service Request Management Practice, the ITIL 4 Monitoring and Event Management Practice, and the ITIL 4 Problem Management Practice. It is intended to provide candidates with best practice guidance at both strategic and operational levels of maximizing value from the Practices.
The ITIL 4 Monitor, Support, and Fulfil Practices module is structured and aligned around the ITIL framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL 4 Incident Management Practice, ITIL 4 Service Desk Practice, ITIL 4 Service Request Management Practice, ITIL 4 Monitoring and Event Management Practice, ITIL 4 Problem Management Practice publications.
Upon successful completion of this course, you will have studied all 5 of the ITIL®4 practices below:
• Service Desk
• Incident Management
• Problem Management
• Service Request Management
• Monitoring & Event Management
Before attending this course, delegates must have attained an ITIL® v4 Foundation certificate.
This can be achieved by attending our ITIL® v4 Foundation course.
Exam Information
Exam vouchers are provided with this course. These will have a validity of 12 months. You will need to schedule your exams within this time frame.
• 60 questions
• 90 minutes
• Closed book
• Pass Mark 65% (39/60)
You will be awarded the ITIL 4 Practice Manager designation once you have successfully achieved the CDS (Create, Deliver and Support) plus the MSF (Monitor, Support and Fulfil) certifications.
Certification Renewal
All PeopleCert Global Best Practice certifications need to be renewed every 3 years.
Course Contents
Incident Management (INM)
The key concepts of the practice
The processes of the practice
The roles and competences of the practice
How information and technology support and enable the practice
The role of partners and suppliers in the practice
The recommendations for the practice success
Service Desk (SD)
The key concepts of the practice
The processes of the practice
The roles and competences of the practice
How information and technology support and enable the practice
Τhe role of partners and suppliers in the practice
Ηow the ITIL capability model can be used to develop the practice
The recommendations for the practice success
Service Request Management (SRM)
The key concepts of the practice
The processes of the practice
The roles and competences of the practice
How information and technology support and enable the practice
The role of partners and suppliers in the practice
How the ITIL capability model can be used to develop the practice
The recommendations for the practice success
Monitoring and Event Management (MEM)
The key concepts of the practice
The processes of the practice
The roles and competences of the practice
The processes of the practice
The roles and competences of the practice
How information and technology support and enable the practice
The role of partners and suppliers in the practice
How the ITIL capability model can be used to develop the practice
The recommendations for practice success
Problem Management (PRM)
The key concepts of the practice
The processes of the practice
The roles and competences of the practice
How information and technology support and enable the practice
The role of partners and suppliers in the practice
How the ITIL capability model can be used to develop the practice
The recommendations for the practice success
Monitor, Support, and Fulfil
Understand the processes and value streams of the Monitor, Support, and Fulfil practices
How information and technology support and enable the practices
Recommendations for the Monitor, Support, and Fulfil practices success
Price per delegate
£1995
ITIL® is a [registered] trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Scheduled Classes
Remote Access:
Please complete the contact form below or call 0141 221 5676 for further course information and available dates.
Alternatively you can email us at info@indiciatraining.com