ITIL® 4 Specialist: Monitor, Support, and Fulfil Training

The ITIL 4 Specialist: Monitor, Support, and Fulfil combined practice module is for IT professionals who aim to establish effective cross-practice collaboration and 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. These are namely: ITIL 4 Incident Management Practice, ITIL 4 Service Desk Practice, ITIL 4 Service Request Management Practice, ITIL 4 Monitoring and Event Management Practice, and ITIL 4 Problem Management Practice.

This course is part of the ITIL Practice Manager Certification course series.

ITIL 4 Specialist: Monitor, Support and Fulfil enables professionals 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

ITIL® 4 Specialist: Monitor, Support, and Fulfil Training Benefits

• In this course, you will receive:

  • Official course content and curriculum
  • PeopleCert Exam Voucher included
  • Take2 exam re-sit included (eligible on public events)
  • After-course instructor coaching benefit included

• Training Prerequisites

  ITIL 4 Foundation Certificate (Course 1199) or ITIL 4 Managing Professional Transition Certificate

• Certification Information

  Exam Information

  • 60 questions
  • Multiple choice
  • 39 out of 60 marks required to pass (65%)
  • 90 minutes
  • Closed book.

  Certification Renewal: Starting 2023, all PeopleCert Global Best Practice certifications must be renewed after 3 years.

ITIL 4 Specialist Monitor Support and Fulfill Training Outline

Incident Management (INM)

In this module, you will learn how to: 

• Explain and describe key concepts of INM
• Describe the key inputs, outputs, and activities of the processes of INM
• Integrate INM in the organization’s value streams
• Describe the roles and competences of INM
• Know how to position INM in the organizational structure
• Explain how information and technology support and enable INM
• Understand the role of partners and suppliers in INM
• Understand how the ITIL capability model can be used to develop INM
• Understand the recommendations for incident management success and how they are supported by the ITIL guiding principles

Service Desk (SD)

In this module, you will learn how to:

• Explain and describe key concepts of SD
• Describe the key inputs, outputs, and activities of the processes of SD
• Integrate SD in the organization’s value streams
• Describe the roles and competences of SD
• Know how to position SD in the organizational structure
• Explain how information and technology support and enable SD
• Understand the role of partners and suppliers in SD
• Understand how the ITIL capability model can be used to develop SD
• Understand the recommendations for incident management success and how they are supported by the ITIL guiding principles

Service Request Management (SRM)

In this module, you will learn how to:

• Explain and describe key concepts of SRM
• Describe the key inputs, outputs, and activities of the processes of SRM
• Integrate SRM in the organization’s value streams
• Describe the roles and competences of SRM
• Know how to position SRM in the organizational structure
• Explain how information and technology support and enable SRM
• Understand the role of partners and suppliers in SRM
• Understand how the ITIL capability model can be used to develop SRM
• Understand the recommendations for incident management success and how they are supported by the ITIL guiding principles 

Monitoring and Event Management (MEM)

In this module, you will learn how to:

• Explain and describe key concepts of MEM
• Describe the key inputs, outputs, and activities of the processes of MEM
• Integrate MEM in the organization’s value streams
• Describe the roles and competences of MEM
• Know how to position MEM in the organizational structure
• Explain how information and technology support and enable MEM
• Understand the role of partners and suppliers in MEM
• Understand how the ITIL capability model can be used to develop MEM
• Understand the recommendations for incident management success and how they are supported by the ITIL guiding principles

Problem Management (PRM)

In this module, you will learn how to: 

• Explain and describe key concepts of PRM
• Describe the key inputs, outputs, and activities of the processes of PRM
• Integrate PRM in the organization’s value streams
• Describe the roles and competences of PRM
• Know how to position PRM in the organizational structure
• Explain how information and technology support and enable PRM
• Understand the role of partners and suppliers in PRM
• Understand how the ITIL capability model can be used to develop PRM
• Understand the recommendations for incident management success and how they are supported by the ITIL guiding principles