ITIL(R) 4 Specialist: Monitor, Support and Fulfil

SKU: ITIL4PMMSF

Þessi vara er ekki til á lager og þvi ófáanleg eins og er.

This course is part of the ITIL® 4 Practice Manager pathway and is designed to equip professionals with a deep understanding of five essential ITIL practices that underpin efficient and effective service operations: Service Desk, Incident Management, Service Request Management, Monitoring and Event Management, and Problem Management.

Delivered over three days, the course blends instructor-led learning with hands-on activities to explore how these practices can be embedded into service value streams. Learners will understand how to measure maturity, integrate practices strategically and operationally, and foster cross-practice collaboration for optimal service delivery. The course also prepares learners for the associated PeopleCert exam.

Forkröfur

Learners must hold an ITIL® 4 Foundation or ITIL® v3 Foundation certification. A basic understanding of service value systems and value streams, as introduced in the ITIL Foundation, is also expected.

Target audience

This course is ideal for individuals working in operational IT service roles or those responsible for managing, supporting, and improving IT services, including:

  • IT service desk managers and team leaders
  • Incident and problem managers
  • Service support staff and request fulfilment teams
  • Monitoring analysts and event coordinators
  • IT operations professionals seeking structured ways to enhance service reliability
  • Professionals seeking to improve operational excellence through mature ITIL practices

Nemandi mun læra eftirfarandi

By the end of this course, learners will be able to:

  • Define the scope, purpose, and strategic value of the five key ITIL practices covered
  • Integrate practices within service value streams to enhance service performance
  • Identify key roles, technologies, and supplier engagements across practices
  • Apply practice-specific metrics and success factors to evaluate performance
  • Use the ITIL Maturity Model to assess and develop practice capability
  • Understand how these practices interface and collaborate to deliver business value
  • Apply ITIL guidance to real-world operational challenges and service fulfilment scenarios

Samantekt

Foundations and capability maturity

  • Brief review of service value systems and value streams
  • Introduction to the ITIL capability model for assessing practice maturity

Service desk

  • Scope, responsibilities, and key roles of the service desk
  • Enabling customer engagement and communication
  • Use of knowledge management and automation
  • Technologies and tools to support service desk operations

Incident management

  • Identifying, logging, categorising, and prioritising incidents
  • Restoring service operations swiftly and effectively
  • Metrics and SLAs used in incident response
  • Coordination with other practices to resolve incidents

Service request management

  • Differentiating service requests from incidents
  • Managing user expectations and delivering standard services
  • Automating request fulfilment and self-service options
  • Integration with service catalogues and support systems

Monitoring and event management

  • Monitoring services and infrastructure to detect early warnings
  • Event classification, correlation, and response procedures
  • Using monitoring tools to ensure service availability and reliability
  • Interfaces with incident and problem management

Problem management

  • Identifying root causes and preventing recurrence of incidents
  • Analysis and diagnosis techniques
  • Designing workarounds and permanent solutions
  • Collaboration across practices to reduce overall incident volume

Practice integration and real-world application

  • Synergies across the five practices
  • Applying maturity models to evaluate and improve each practice
  • Cross-practice exercises to align operational activities with business goals

Exams and assessments

This course includes a formal certification exam:

  • 60 multiple-choice questions
  • 90 minutes duration
  • Closed book
  • Pass mark: 39 out of 60 (65%)
  • Online exam booked post-course and proctored virtually by PeopleCert

From 2023, all PeopleCert Global Best Practice certifications must be renewed every three years.

Hands-on learning

Learners will engage in collaborative activities and scenario-based exercises that simulate real IT service environments. These include:

  • Role-based exercises to understand operational dynamics
  • Group discussions to evaluate practice maturity
  • Practical application of monitoring tools and request workflows
  • Case studies to explore cross-practice collaboration and improvements