Why should you attend?
The ITIL 4 Specialist: Monitor, Support, and Fulfil module is for IT professionals with the intention of providing candidates with best practice guidance at both strategic and operational levels to maximize value from each practice.
Participants will explore the key principles and practices of ITIL4 in the context of monitoring, supporting, and fulfilling IT services, and understand the application of the concepts covered in the five ITIL Management Practices
This 3-day session combines the key concepts, principles, values, and challenges of the five ITILĀ® 4 management practices
Who should attend?
This training course is intended for:
- ITSM managers, aspiring managers and practitioners developing their ITSM knowledge based on ITIL4
- ITSM practitioners that seek to validate their skills and knowledge in establishing effective cross-practice collaboration and value streams
- Individuals who are pursuing the ITIL Practice Manager and/or Master designation
Learning Objectives
Upon successfully completing the training course, participants will be able to:
- Understand the key concepts, purpose and key metrics of the Monitor, Support, and Fulfil (MSF) practices.
- Have knowledge of the input and output of the MSF processes, key activities of the MSF processes.
- Know how to integrate the MSF practices in the organizations value streams.
- Know the roles and competences of the MSF practices.
- Understand how information and technology support and enable the MSF practices.
- Recognize the role of partners and suppliers in MSF practices.
Course Content
Duration: 2 Days
- Course Introduction
- Introduction to Service Desk
- Request Management
- Monitoring and Event Management
- Incident Management
- Problem Management
- ITIL 4 MSF Practices
Prerequisites
ITIL 4 Foundation Certificate is a pre-requisite for studying Monitoring and Event Management.
General Information
- Each participant will receive a course binder containing copies of presentation slides, case studies, exercises, and suggested solutions.
- Participants are required to write ITIL 4 Foundation Exam at the end of the course. The exam consists of 60 multiple choice questions, with a passing score of 39, equating to 65%.
