ITIL(R) 4 Specialist: Monitor, Support and Fulfil

This course is part of the ITIL Practice Manager pathway. For more detailed information on the ITIL Master Pathway, please navigate to the bottom of this page.

A three-day course to prepare delegates to successfully use the practices in their environment and to pass the associated examination.

The course consists of a mixture of instructor-based training and activities giving you a deeper look into the below 5 practices:

• Service desk
• Incident management
• Service request management
• Monitoring and event management
• Problem management

There is 90 minutes, multiple choice examination associated with this course. This exam is virtual and can be booked at a time of the delegates choosing and will be invigilated virtually by PeopleCert.

The exam can be booked anytime after 3pm on the last day of the course.

An ITIL4® Foundation certificate.

Target Audience

This course is designed for people wanting to expand their knowledge in the practices involved in the operational side of an organisation.

This course consists of a brief introduction to service value systems. It is expected that delegates will be familiar with these from their foundation course. Following on from this, the course talks about the capability model used to assess the maturity of our practices/processes/procedures.

After the introduction each of the 5 practices listed above will be looked into. This will cover the people involved in the practices, the technology available and used, how partners and suppliers can get involved in the specific practices and which processes we would look to develop for each practice.

At the end of the course the expectation is that delegates can take away some of the information and use it in their organisations.

It also allows delegates to meet like-minded people, share experiences and learn from each other whilst taking onboard the best practice advice and guidance provided by the instructor.