Achieve Service Excellence: ITIL4 Monitor, Support, and Fulfil Training

This module is structured and aligned to the ITIL4 practice management areas of Service Desk, Event Management, Incident Management, Service Request Management and Problem Management.

Our recent virtual class! In support of safe management in light of COVID19, classes may be run virtually.

Introduction

Course duration: 3 days, 9am – 5pm

An instructor-led classroom training relevant for professionals which provides guidance for effectively monitoring, supporting, and delivering IT services according to the ITIL4 framework

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 organizational goals and stakeholder expectations.

Participants will explore the key principles and practices of ITIL4 in the context of monitoring, supporting, and fulfilling IT services. They will learn how to establish effective monitoring mechanisms to ensure service performance, availability, and capacity.
Participants 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.

  • Incident Management Practice
    • 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.
  • Service Desk Practice
    • 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
  • Service Request Management Practice
    • 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 & Event Management Practice
    • 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 practice success.
  • Problem Management Practice
    • 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, & Fulfil
    • Understand the processes and value streams of the Monitor, Support, & Fulfil practices.
    • How information and technology support and enable the practices.
    • Recommendations for the Monitor, Support, & Fulfil practices success.

On completion of this course, the following
learning outcomes will be achieved:

  • 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

The target audience for this course and
qualification are:

  • ITSM managers, aspiring managers and practitioners developing their ITSM knowledge based on ITIL4
  • ITSM practitioners that seek to validate their skills and knowledge in establishing effective cross-practice collaboration and value streams
  • Individuals who are pursuing the ITIL Master designation

Participants who successfully complete the course and pass the examination included in the course will be recognised as certified with ITIL®4 Specialist: Monitor, Support and Fulfil under the AXELOS certification scheme. 

  • 60 Multiple Choice Questions
  • 1 mark per correct answer
  • 39 marks required to pass (out of 60 available) – 65%
  • 90 minutes duration
  • Closed-book
Candidates must already have achieved ITIL4 Foundation certification to qualify to sit the examination.

There are no pre-course reading materials required for this course. A good grasp of ITIL4 fundamental concepts including but not limited to the Four Dimensions of Service Management is advantageous.

PeopleCert’s Continuous Professional Development Programme

All participants with PeopleCert Global Best Practise certification can renew (within 3 years of their original certification dates) and keep your certification current through PeopleCert Continuous Development Programme.

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Complimentary refresher

Participants can attend a complimentary refresher if they wish

Post-training support

Should you have questions after the course, you may contact the trainer for assistance regarding course material

Trainer profile

Feisal Ismail

Extensive technical and managerial experience supporting organisations across government, pharmaceutical, banking and financial industries. Well-versed in creating and leading high-performing teams through effective work methodologies thatleverages on technology and best practices to achieve organizational objectives.

Communicative, articulate and a firm believer in sharing both knowledge and experience. Highly organized and relish delivering superlative results in high-pressure environments. Believes in providing quality advice grounded in a sapient application of experience, best practices and an acute understanding of real-world realities.

Clients can count on me – my word is my bond.

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