ITIL® 4 Specialist: Monitor, Support and Fulfil - Including Exam

Candidates taking the ITIL 4 Monitor, Support and Fulfil Practices qualification.

Our ITIL® 4 Practices: Monitor, Support & Fulfil training course will cover all of the five ITIL® 4 practices below:

• Service Desk
• Incident Management
• Problem Management
• Service Request Management
• Monitoring & Event Management
  

1. Incident Management (INM)

• The key concepts of the practice
• The processes of the practice
• The roles and competences of the practice
• How information and technology support and enable the practice
• The role of partners and suppliers in the practice
• The recommendations for the practice success 
  

2. Service Desk (SD)

• The key concepts of the practice
• The processes of the practice
• The roles and competences of the practice
• How information and technology support and enable the practice
• Τhe role of partners and suppliers in the practice
• Ηow the ITIL capability model can be used to develop the practice
• The recommendations for the practice success

3. Service Request Management (SRM)

• The key concepts of the practice
• The processes of the practice
• The roles and competences of the practice
• How information and technology support and enable the practice
• The role of partners and suppliers in the practice
• How the ITIL capability model can be used to develop the practice
• The recommendations for the practice success

4. Monitoring and Event Management (MEM)

• The key concepts of the practice
• The processes of the practice
• The roles and competences of the practice
• The processes of the practice
• The roles and competences of the practice
• How information and technology support and enable the practice
• The role of partners and suppliers in the practice
• How the ITIL capability model can be used to develop the practice
• The recommendations for practice success

5. Problem Management (PRM)

• The key concepts of the practice
• The processes of the practice
• The roles and competences of the practice
• How information and technology support and enable the practice
• The role of partners and suppliers in the practice
• How the ITIL capability model can be used to develop the practice
• The recommendations for the practice success

6. Monitor, Support, and Fulfil

• Understand the processes and value streams of the Monitor, Support, and Fulfil practices
• How information and technology support and enable the practices
• Recommendations for the Monitor, Support, and Fulfil practices success
  

The candidate must have passed the ITIL 4 Foundation examination. Recommended prerequisites:

• ILFN4 - ITIL® 4 Foundation - Including Exam

The ITIL® 4 Specialist: Monitor, Support and Fulfil examination will comprise of:

• Duration: 90 Minutes
• Closed Book: Yes
• Format: 60 Questions With 1 Mark Each. No Negative Marking.
• Question Type: Standard Classic, Negative, & List
• Bloom's Level's: 1 & 2
• Pass Mark: 65% Or 39/60
• Certification validity : Three (3) years

You will be awarded the ITIL 4 Practice Manager designation once you have successfully achieved the CDS (Create, Deliver and Support) plus the MSF (Monitor, Support and Fulfil) certifications.