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

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.