ITIL® 4 Specialist: Monitor, Support and Fulfil

Description

This module covers the key concepts, principles, value and challenges of ITIL 4’s five management practices, namely, the ITIL 4 Incident Management Practice, the ITIL 4 Service Desk Practice, the ITIL 4 Service Request Management Practice, the ITIL 4 Monitoring and Event Management Practice, and the ITIL 4 Problem Management Practice. It is intended to provide best practice guidance at both strategic and operational levels to maximize value from the practices. The ITIL 4 Monitor, Support, and Fulfil module is structured and aligned around the ITIL framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the 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 publications.

Target

• This course is for IT professionals who need to establish good cross-practice collaboration and effective service value streams. • This course is also for candidates taking the ITIL 4 Monitor, Support and Fulfil Practices qualification.

Contents

• Define 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 practices in the organization’s value streams • Understand 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

Prerequisites

Prior to attending this course, participants should hold the ITIL® Foundation Certificate in IT Service Management. To achieve the ITIL 4 Practice Manager designation, participants will need to have completed this course and exam plus HU0C2S: ITIL Specialist: Create, Deliver and Support course and exam.

Study Materials