ITIL® 4 Combined Practitioner: Monitor, Support and Fulfil
3-Days

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...  READ MORE

Price: £1,445 * (including exam)

  • Course:ITIL4-MSF ( £1,095 )
  • Exam:ITIL®4 Advanced Exam ( £350 )

(Prices exclude VAT which will be added at the prevailing rate.)

ITIL® 4 Combined Practitioner: Monitor, Support and Fulfil

Description

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. 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.

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.

Contents

 Incident Management

  • The key concepts of the practice
    • Explain the purpose of the practice
    • Describe the practice success factors (PSF) & key metrics of the practice
    • Explain the key terms/concepts
  • The processes of the practice
    • Describe inputs and outputs of the processes
    • Describe the key activities of the processes
    • Know how to integrate the practice in the organization’s value streams
  • The roles and competences of the practice
    • Describe the responsibilities of the key roles of the practice
    • Know how to position the practice in the organizational structure
  • How information and technology support and enable the practice
    • Explain the tools application
    • Apply the recommendations on automation
  • The role of partners and suppliers in the practice
    • Explain the dependencies of the practice on third parties
    • Explain how partners and suppliers can support the practice
  • How the ITIL capability model can be used to develop the practice
    • Explain how capability criteria support the practice capability development
  • The recommendations for the practice success
    • Understand the recommendations for incident management success and how they are supported by the ITIL guiding principles

Service Desk

  • The key concepts of the practice
    • Explain the purpose of the practice
    • Describe the practice success factors (PSF) & key metrics of the practice
    • Explain the key terms/concepts
  • The processes of the practice
    • Describe inputs and outputs of the processes
    • Describe the key activities of the processes
    • Know how to integrate the practice in the organization’s value streams
  • The roles and competences of the practice
    • Describe the responsibilities of the key roles of the practice
    • Know how to position the practice in the organizational
  • How information and technology support and enable the practice
    • Explain the tools application
    • Apply the recommendations on automation
  • Τhe role of partners and suppliers in the practice
    • Explain the dependencies of the practice on third parties
    • Explain how partners and suppliers can support the practice
  • Ηow the ITIL capability model can be used to develop the practice
    • Explain how capability criteria support the practice capability development
  • The recommendations for the practice success
    • Understand the recommendations for the service desk practice success and how they are supported by the ITIL guiding principles

Service Request Management

  • The key concepts of the practice
    • Explain the purpose of the practice
    • Describe the PSFs & key metrics of the practice
    • Explain the key terms/concepts
  • The processes of the practice
    • Describe inputs and outputs of the processes
    • Describe the key activities of the processes
    • Know how to integrate the practice in the organization’s value streams
  • The roles and competences of the practice
    • Describe the responsibilities of the key roles of the practice
    • Know how to position the practice in the organizational structure
  • How information and technology support and enable the practice
    • Explain the tools application
    • Apply the recommendations on automation
  • The role of partners and suppliers in the practice
    • Explain the dependencies of the practice on third parties
    • Explain how partners and suppliers can support the practice
  • How the ITIL capability model can be used to develop the practice
    • Explain how capability criteria support the practice capability development
  • The recommendations for the practice success
    • Understand the recommendations for service request management success and how they are supported by the ITIL guiding principles

Monitoring and Event Management

  • The key concepts of the practice
    • Explain the purpose of the practice
    • Describe the practice success factors (PSF) & key metrics of the practice
    • Explain the key terms/concepts
  • The processes of the practice
    • Describe inputs and outputs of the processes
    • Describe the key activities of the processes
    • Know how to integrate the practice in the organization’s value streams
  • The roles and competences of the practice
    • Describe the responsibilities of the key roles of the practice
    • Know how to position the practice in the organizational structure
  • How information and technology support and enable the practice
    • Explain the tools application
    • Apply the recommendations on automation
  • The role of partners and suppliers in the practice
    • Explain the dependencies of the practice on third parties
    • Explain how partners and suppliers can support the practice
  • How the ITIL capability model can be used to develop the practice
    • Explain how capability criteria support the practice capability development
  • The recommendations for practice success
    • Understand the recommendations for monitoring and event management success and how they are supported by the ITIL guiding principles

Problem Management

  • The key concepts of the practice
    • Explain the purpose of the practice
    • Describe the practice success factors (PSF) & key metrics of the practice
  • Explain the key terms/concepts
  • The processes of the practice
    • Describe inputs and outputs of the processes
    • Describe the key activities of the processes
    • Know how to integrate the practice in the organization’s value streams
  • The roles and competences of the practice
    • Describe the responsibilities of the key roles of the practice
    • Know how to position the practice in the organizational structure
  • How information and technology support and enable the practice
    • Explain the tools application
    • Apply the recommendations on automation
  • The role of partners and suppliers in the practice
    • Explain the dependencies of the practice on third
    • Explain how partners and suppliers can support the practice
  • How the ITIL capability model can be used to develop the practice
    • Explain how capability criteria support the practice capability development
  • The recommendations for the practice success
    • Understand the recommendations for problem management success and how they are supported by the ITIL guiding principles

Monitor, Support, and Fulfil

  • Understand the processes and value streams of the Monitor, Support, and Fulfil practices
    • Understand the role of the incident resolution service value stream in the organization’s service value system
    • Understand the role of the request fulfilment service value stream in the organization’s service value system
    • Know how the Monitor, Support, and Fulfil practices contribute to the incident resolution service value stream
    • Know how the Monitor, Support, and Fulfil practices contribute to the request fulfilment service value stream
  • How information and technology support and enable the practices
    • Understand what information is exchanged between the Monitor, Support, and Fulfil practices in the context of the incident resolution and request fulfilment service value streams
  • Recommendations for the Monitor, Support, and Fulfil practices success
    • Understand the recommendations for the Monitor, Support, and Fulfil practices success and how they are supported by the ITIL guiding principles

Exam

  • 90 minutes closed book exam
  • 60 multiple choice questions (each one being worth 1 mark)
  • Pass mark 39 out of 60 or 65%.
  • Candidates must have passed the ITIL4 Foundation examination or be an ITIL4 Managing Professional to attend this course.

Dates For ITIL® 4 Combined Practitioner: Monitor, Support and Fulfil

VIRTUAL training

  • 25-27 November 2024
  • 24-26 February 2025
  • 28-30 May 2025
  • To book any of these dates, please see below.

Availability and pricing for ITIL® 4 Combined Practitioner: Monitor, Support and Fulfil:

Please Note: Exam fees (where applicable) are included in the prices quoted.

25-27 November 2024 - VIRTUAL training

£1,445

24-26 February 2025 - VIRTUAL training

£1,445

28-30 May 2025 - VIRTUAL training

£1,445