ITIL® 4 Specialist: Monitor, Support and Fulfill

• This course is for IT professionals who need to establish good cross-practice collaboration and effective service value streams.
• This course is also for candidates taking the ITIL 4 Monitor, Support and Fulfill Practices qualification.

• Define 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 practices in the organization’s value streams
• Understand 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

Prior to attending this course, participants should hold the ITIL® Foundation Certificate in IT Service Management.
If participants want to achieve the ITIL 4 Practice Manager designation, you will need to have completed 5 individual practices plus HU0C2S: ITIL Specialist: Create, Deliver and Support, or you will need to have completed this course plus HU0C2S: ITIL Specialist: Create, Deliver and Support.

Incident Management

• 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

Service Desk

• 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

Service Request Management

• 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

Monitoring and Event Management (MEM)

• 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 (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 practice success

Monitor, Support, and Fulfill

• Understand the processes and value streams of the Monitor, Support, and Fulfill practices
• How information and technology support and enable practices
• Recommendations for Monitor, Support, and Fulfill practices success

The exam is included in the price of the training.