Duration
3 days
Overview
The ITIL 4 Specialist: Monitor, Support and Fulfil combined practice module is for IT professionals aiming to establish a good cross-practice collaboration and effective 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.
- Incident Management
- Service Desk
- Problem Management
- Service Request Management
- Monitoring and Event Management
Exam voucher in included with this training.
Target Student
This training is a valuable investment for IT professionals who want to improve their skills and knowledge of ITIL 4. This certification will demonstrate your expertise in the Monitor, Support and Fulfil domain, and make you a more valuable asset to your organization.
This course is aligned with the latest ITIL framework and ITIL certifications.
Learning Objectives
This course will help you to:
- Gain a comprehensive understanding of the purpose, description, terms and concepts, scope, practice success factors and key metrics of the practices.
- Understand how the practices contribute to the service value chain activities.
- Identify the roles, competencies, responsibilities, organizational structures and teams that support the practices.
- Identify the critical success factors and recommendations for implementing and improving the practices, including the role of partners and suppliers.
- Develop an understanding of how information and technology can support and enable the practices.
Prerequisites
Required: ITIL® 4 Foundation Certificate
Course Outline
Monitor, Support, and Fulfil
- Understand the processes and value streams of Monitor, Support, and Fulfil practices.
- How information and technology support and enable the practices.
- Recommendations for Monitor, Support, and Fulfil practices success.
Key Concepts
- Practice purpose
- Practice success factors and key metrics
- terms and concepts
The Processes
- Inputs and Outputs of the processes
- Key activities of the processes
- Value stream integration
Roles and competencies
Information and technology
- Tools application
- Recommendations on automation
Partners and suppliers
- Dependencies on third parties and their support
ITIL Capability Model
- Capability criteria and development
Recommendations
- Using the ITIL guiding principles to support the practice
Programme scope, delivery arrangements and suitability are confirmed during enquiry.