ITIL® 4 Specialist: Monitor, Support & Fulfil Course & Examination

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 maximising value from these Practices.   

• ITIL® 4 Practitioner: Incident Management
• ITIL® 4 Practitioner: Service Desk 
• ITIL® 4 Practitioner: Problem Management 
• ITIL® 4 Practitioner: Service Request Management 
• ITIL® 4 Practitioner: Monitoring and Event Management

Service Desk is the point of contact between the service providers and users. Effective development and application of the practice can significantly influence user experience, customer experience, and the overall success of service relationships. ITIL 4 Practitioner: Service Desk enables professionals to: 

• Define the key concepts, principles, value and challenges of Service Desk 
• Capture demand for incident resolution and service requests 
• Establish and maintain communication channels and interfaces between the service provider and users. 
• Enable effective, efficient, and convenient communications between the service provider and its users 
• Apply Service Desk metrics to improve performance 
• Measure, assess and develop the Service Desk practice capability in their organisation by using the ITIL Maturity Model

ITIL® 4 Practitioner: Incident Management 

This practice module is for IT professionals who are involved in minimising the negative impact of incidents by restoring normal service operation as quickly as possible. ITIL 4 Practitioner: Incident Management enables professionals to efficiently:  

• Coordinate incident handling in the organisation or in a specific area, such as territory, product, or technology, depending on the organisational design 
• Monitor and review the work of teams that handle and resolve incidents 
• Coordinate manual work with incidents, especially those involving multiple teams 
• Ensure sufficient awareness of the incidents and their status across the organisation 
• Conduct regular incident reviews and initiate improvements of the incident management practice, the incident models, and the incident handling procedures 
• Measure, assess and develop the Incident Management practice capability in their organisation by using the ITIL Maturity Model

ITIL® 4 Practitioner: Problem Management 

This practice module is for IT professionals who want to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and manage workarounds and known errors. This module provides practical guidance on the processes and activities of the Problem Management practice and their roles in the service value chain, the organisations and people involved in the practice, information and technology supporting the practice, and considerations for partners and suppliers. ITIL 4 Practitioner: Problem Management enables professionals to efficiently; 

• Increase reliability of IT services 
• Reduce losses and costs caused by IT service unavailability or degradation 
• Fulfil service quality targets 
• Reduce technical debt 
• Anticipate utilisation of IT support resources 
• Measure, assess and develop the Problem Management practice capability in their organisation by using the ITIL Maturity Model 

ITIL® 4 Practitioner: Service Request Management 

This practice module is for IT professionals who want to support the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner. This module provides understanding and application of the key concepts, principles, value and challenges of the Service Request Management practice. ITIL 4 Practitioner: Service Request Management enables professionals to efficiently;  

• Establish clear and structured patterns and methods of working 
• Reduce costs associated with request handling and fulfilment 
• Achieve realistic fulfilment expectations and higher resulting levels of user satisfaction 
• Fulfil SLAs with service consumers 
• Improve standing or reputation with the service consumer due to higher service quality and clear user expectations 
• Measure, assess and develop the Service Request Management practice capability in their organisation by using the ITIL Maturity Model

ITIL® 4 Practitioner: Monitoring and Event Management 

This practice module is for IT professionals who want to systematically observe services and service components, and record, report and respond to selected changes of state identified as events. This module provides guidance on how to systematically observe services and service components, and record, report and respond to selected changes of state identified as events. ITIL 4 Practitioner: Monitoring and Event Management enables professionals to; 

• Detect early warnings of IT service interruption or degradation 
• Improve IT service availability 
• Proactive or early detection of incidents and problems 
• Understand service health 
• Boost availability and performance reporting 
• Reduce cost of outages and a reduction in ‘firefighting’-style approaches to incidents 
• Raise visibility of and manage dependencies that impact service value stream performance 
• Measure, assess and develop the Monitoring and Event Management practice capability in their organisation by using the ITIL Maturity Model 

Learning Outcomes

• 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 organisation’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.

This course comes with access to PeopleCert’s official training e-materials. The Learner kit includes;

• Course workbooks/slideshow for students to download, or view on laptop or tablet devices 
• Official ITIL practice exams 
• Course reference and exam guidance materials 
• Quick reference guide to assist with exam preparation 

A Take2 exam re-sit is included if there is a 'failure' result from the first attempt. Take2 will not be available from a missed or absent exam attempt.

The official ITIL 4 publication available from PeopleCert is included as an eBook.  This will be provided on the first morning of the course as part of your PeopleCert exam voucher.