ITIL® 4 Specialist: Monitor, Support and Fulfil eLearning

The 5 Practitioner Modules that make up the ITIL® 4 Specialist: Monitor, Support and Fulfil course:

Module 0: This module explains the structure of the ITIL® 4 Specialist: Monitor, Support and Fulfil course. It also introduces you to the course main features, learning plan, aims and objectives, and structure. The module offers a diagram and tables pack, a further reading and links document and links to download essential copies of the framework publications. It also contains some of the most frequently asked questions about ITIL 4 Incident Management Practice. 
Duration: 1 hour

1 – Introduction to ITIL 4 Incident Management Practice

This module introduces the first of the five ITIL 4 management practices: the ITIL 4 Incident Management practice. Duration: 10 m

Module 1: Key concepts

Module 1 explains some key terms and concepts of the incident management practice. It then explains the practice success factors (PSFs) and the key metrics of the incident management practice. Duration: 1 h

Module 2: Processes and people

Module 2 begins with an explanation of the two incident management practice processes: incident handling and resolution and periodic incident review. It describes the inputs, outputs and key activities of both processes and how to integrate the incident management practice in the organization’s value streams. The module goes on to describe the organizations and people involved in the practice. It describes the responsibilities of the key roles and how to position the incident management practice in the organizational structure. Duration: 1 h

Module 3: Enabling the practice

Module 3 completes the content for this course with a description of further concepts that enable the incident management practice. We start by explaining automation and tooling, and providing recommendations for the automation of incident management. The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice. Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development. The module ends with recommendations for incident management practice success and how they’re supported by the ITIL guiding principles. Duration: 1 h

ITIL 4 Incident Management review test

Module 4 contains a 20-question review test on ITIL 4 Incident Management practice. Duration: 1 h

2 – Introduction to ITIL 4 Monitoring and Event Management Practice

This module introduces the second of the five ITIL 4 management practices: the ITIL 4 Monitoring and Event Management practice. Duration: 10 m

Module 1: Key concepts

Module 1 explains the purpose and some key terms and concepts of the monitoring and event management practice. It then explains the practice success factors (PSFs) and the key metrics of the monitoring and event management practice. Duration: 1 h

Module 2: Processes and people

Module 2 begins by describing the three monitoring and event management practice processes: monitoring planning, event handling and monitoring and event management review. It describes the inputs, outputs and key activities of the processes and how to integrate the monitoring and event management practice in the organisation’s value streams. The module goes on to describe the organisations and people involved in the practice. It describes the responsibilities of the key roles and how to position the monitoring and event management practice in the organisational structure. Duration: 1 h

Module 3: Enabling the practice

Module 3 completes the content for this course with a description of further concepts that enable the monitoring and event management practice. We start by explaining automation and tooling and providing recommendations for the automation of monitoring and event management. The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice. Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development. The module ends with recommendations for monitoring and event management practice success and how they’re supported by the ITIL guiding principles. Duration: 1 h

ITIL 4 Monitoring and Event Management review test

Module 4 contains a 20-question review test on ITIL 4 Monitoring and Event Management practice. Duration: 1 h

3 – Introduction to ITIL 4 Problem Management Practice

This module introduces the third of the five ITIL 4 management practices: the ITIL 4 Problem Management practice. Duration: 10 m

Module 1: Key concepts

Module 1 explains the purpose and some key terms and concepts of the problem management practice. It then explains the practice success factors (PSFs) and the key metrics of the problem management practice. Duration: 1 h

Module 2: Processes and people

Module 2 begins by describing the four problem management practice processes: proactive problem identification, reactive problem identification, problem control and error control. It describes the inputs, outputs and key activities of the processes and how to integrate the problem management practice in the organization’s value streams. The module goes on to describe the organizations and people involved in the practice. It describes the responsibilities of the key roles and how to position the problem management practice in the organizational structure. Duration: 1 h

Module 3: Enabling the practice

Module 3 completes the content for this course with a description of further concepts that enable the problem management practice. We start by explaining automation and tooling, and providing recommendations for the automation of problem management. The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice. Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development. The module ends with recommendations for problem management practice success and how they’re supported by the ITIL guiding principles. Duration: 1 h

ITIL 4 Problem Management review test

Module 4 contains a 20-question review test on ITIL 4 Problem Management practice. Duration: 1 h

4 – Introduction to ITIL 4 Service Desk Practice

This module introduces the fourth of the five ITIL 4 management practices: the ITIL 4 Service Desk practice. Duration: 10 m

Module 1: Key concepts

Module 1 explains the purpose and some key terms and concepts of the service desk practice. It then describes the practice success factors (PSFs) and the key metrics of the service desk practice. Duration: 1 h

Module 2: Value streams and processes

Module 2 looks at the core service desk processes: User query handling, communicating to users, and service desk optimization. It details the inputs and activities required by each process and presents the outputs. The module also explores how the service desk practice can contribute to and be integrated in the organization’s value streams. Duration: 1 h

Module 3: Enabling the practice

Module 3 begins by describing the organizations and people involved in the practice. It describes the responsibilities of the key roles and how to position the service desk practice in the organizational structure, outlining common ways of organizing a dedicated user communication team. Next, there’s an explanation of automation and tooling, with recommendations for the automation of the service desk practice. The module then discusses partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice. Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development. Module 3 ends with recommendations for the success of the service desk practice and how the recommendations are supported by the ITIL guiding principles. Duration: 1 h

ITIL 4 Service Desk review test

Module 4 contains a 20-question review test on ITIL 4 Service Desk practice. Duration: 1 h

5 – Introduction to ITIL 4 Service Request Management Practice

This module introduces the last of the five ITIL 4 management practices in the ITIL 4 Specialist: Monitor, Support and Fulfill course: the ITIL 4 Service Request Management practice. Duration: 10 m

Module 1: Key terms and concepts

Module 1 explains the purpose and some key terms and concepts of the service request management practice. It then describes the practice success factors (PSFs) and the key metrics of the service request management practice. Duration: 1 hour

Module 2: Processes and people

Module 2 begins with an explanation of the two service request management practice processes: Service request fulfilment control and service request review and optimization. It describes the inputs, outputs and key activities of both processes and how to integrate the service request management practice in the organization’s value streams. The module goes on to describe the organizations and people involved in the practice. It describes the responsibilities of the key roles and how to position the service request management practice in the organizational structure. Duration: 1 hour

Module 3: Enabling the practice

Module 3 completes the content for this section with a description of further concepts that enable the service request management practice. We start by explaining automation and tooling, and providing recommendations for the automation of service request management. The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice. Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development. The module ends with recommendations for service request management practice success and how they’re supported by the ITIL guiding principles. Duration: 1 hour

ITIL 4 Service Request Management review test

Module 4 contains a 20-question review test on ITIL 4 Service Request Management practice. Duration: 1 h

ITIL® 4 Practitioner: Monitoring and Event Management Practice exam:

• Exam voucher included
• This is a multiple-choice ‘Objective Test Question’ (OTQ) exam consisting of 20 questions
• There is a time limit of 30 minutes to complete the exam
• The exam is closed book, with only the provided materials being permitted for use
• The pass mark for the exam is 65%
• In countries where English is a second language, the time allocated for the exam is extended to 75 minutes

The ITIL 4 Specialist: Monitor, Support and Fulfil online course on this page is provided by Good e-Learning, an Accredited Training Organisation of PeopleCert. Tieturi promotes this course for Good e-Learning. ITIL is a registered trade mark of PeopleCert group. Used under licence from PeopleCert. All rights reserved.

The course is valid for 6 months. After your order you will receive instructions for logging-in to the training within 2-3 business days. If you would like to start later, please mention that in the ordering form.