ITIL®4 Specialist: Monitor, Support and Fulfil

The ITIL4 Monitor, Support and Fulfil course is designed to equip IT professionals with the knowledge and skills required to effectively monitor, support, and fulfil IT services in alignment with the ITIL4 framework. This course builds upon the foundational concepts of ITIL4 and focuses specifically on the activities involved in monitoring, supporting, and delivering high-quality IT services to meet organisational goals and stakeholder expectations.

Participants will explore the key principles and practices of ITIL4 in the context of monitoring, supporting, and fulfilling IT services. You will learn how to establish effective monitoring mechanisms to ensure service performance, availability, and capacity. You will also gain insights into incident management, problem management, and service request management practices, enabling them to efficiently resolve issues and fulfil service requests through channels such as Service Desk.

By the end of this course, participants will possess a comprehensive understanding of ITIL4 principles and practices related to monitoring, supporting, and fulfilling IT services. The course also includes guidance to measure practice capability levels and understand factors that correlate with practice success.

• Master ITIL 4’s Five Management Practices: Gain a comprehensive understanding of their key concepts, principles, value, and challenges.
  ○ Incident Management Practice
       • Key concepts, processes, and roles.
       • Technology and partner support for effective implementation.
       • ITIL® capability model for practice development and success.
  ○ Service Desk Practice
       • Operational roles, processes, and competencies.
       • Recommendations for success in enabling technology and partner support.
  ○ Service Request Management Practice
       • Foundations of service request fulfillment.
       • Competence roles and enabling technologies for effective implementation.
  ○ Monitoring & Event Management Practice
       • Mechanisms for ensuring service performance and capacity.
       • Integration of ITIL® capability models and recommendations for success.
  ○ Problem Management Practice
       • Root cause analysis, technology support, and collaboration strategies.
       • Success factors leveraging ITIL® capability models.
  ○ Monitor, Support, & Fulfil Practices
       • Understanding value streams and the role of technology in practice enablement.
       • Best practices for operational and strategic success.

• Align IT with Business Goals: Learn how to ensure stakeholder alignment and co-create value to achieve strategic and operational objectives.
• Integrate Practices into Value Streams: Develop skills to seamlessly integrate ITIL practices into your organisation’s value streams.
• Optimise Performance with Metrics: Learn to apply metrics and success factors to improve performance and achieve measurable results.
• Develop Practice Capability: Use the ITIL Maturity Model to assess, measure, and enhance the capability of the practices.
• Understand Practice Synergies: Gain insights into the interfaces and synergies between the five practices for holistic IT management.

By completing this course, the following Learning Outcomes (LO) will be achieved:

• LO1: Diagnose underlying technical problems causing disruptions using ITIL4 diagnostic tools & processes.
• LO2: Provide management of technical issues within an agreed timeframe utilising ITIL4 troubleshooting techniques.
• LO3: Perform infrastructure configuration, support, and implement ITIL4 problem management procedures to resolve incidents.
• LO4: Develop plans for infrastructure upgrades and propose improvements based on user needs.
• LO5: Test infrastructure systems to assess the impact of potential upgrades using different ITIL 4 system tests.
• LO6: Organise information for user guides and training materials using relevant sources of information and content.

• Deepen their understanding of ITIL 4’s framework and its practical application.
• Develop or enhance their skills in monitoring, supporting, and fulfilling IT services.
• Improve their ability to establish effective cross-practice collaboration.
• Learn how to optimise IT service delivery to better align with business goals and value streams.
• Gain a recognised qualification to demonstrate their expertise in ITIL 4.

• Language and literacy proficiency level : Minimum 3 GCE ‘O’ Levels Passes including English or WPL Level 5
• Required years of experience in relevant domain : Minimum of 1 year of working experience.

Candidates who attend the course will be eligible to sit the certification examination. This globally recognised certification validates your skills in service management, incident handling, and continuous improvement.

About the examination:
○ Exam duration: 90 minutes to complete the exam.
○ Exam format: 60 questions, multiple choice, proctored, closed book.
○ Passing score: 39 marks required to pass (out of 60 available) – 65%.
○  ITIL4 Foundation certification is a pre-requisite to sit the examination.

All exams will be conducted online. The exams are web-proctored by PeopleCert and are available 24/7. Successful participants earn the ITIL® 4 Specialist: Monitor, Support, and Fulfil certification.

Letter of Attendance from Sapience Consulting:
Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Letter of Attendance from Sapience Consulting.

The following information are relevant for candidates who are seeking SSG-funding support for the course:

• Assessments
  Candidates must pass all prescribed tests/assessments and attain 100% competency to be eligible for funding support.
  ○ Mode of Assessment: Case study, Short Answer Questions.
• Statement of Attainment (SOA) from SkillsFuture Singapore:
  After passing the assessment(s), you’ll receive a SkillsFuture Singapore Statement of Attainment (SOA) certifying that you have achieved the following Competency Standard(s):
  ○ ICT-OUS-4007-1.1 – Infrastructure Support-3.