Deliver reliable IT services through effective monitoring, support, and service fulfilment with ITIL 4 certifications.
Learn how to strengthen day-to-day IT service operations.
- Why get trained: Gain practical knowledge of five essential ITIL management practices that help improve incident response, streamline service requests, enhance service desk performance, strengthen operational visibility, and reduce service disruptions.
- Why it matters: Modern organizations rely on responsive IT support and proactive service monitoring to maintain business continuity and deliver exceptional customer experiences. Professionals who can effectively monitor services, resolve incidents, fulfil requests, and prevent recurring issues are critical to maintaining reliable digital operations.
- Who should attend: IT service managers, service desk managers, incident managers, problem managers, operations engineers, technical support professionals, IT support analysts, infrastructure specialists, and IT professionals pursuing the ITIL 4 Practice Manager designation.
Develop the capabilities to improve service operations, resolve issues more efficiently, strengthen operational control, and deliver consistent business value through modern IT service management practices. HRD Corp Claimable.
Overview
Certify your expertise in managing IT services, making you the preferred choice for roles in IT service management and support.
This 3-day course compiles for the candidates the understanding of the key concepts, principles, value and challenges of ITIL 4’s five management practices, namely, the ITIL 4 Incident Management Practice, the ITIL 4 Service Desk Practice, the ITIL 4 Service Request Management Practice, the ITIL 4 Monitoring and Event Management Practice, and the ITIL 4 Problem Management Practice.
It is intended to provide candidates with best practice guidance at both strategic and operational levels of maximizing value from the Practices.
The ITIL 4 Monitor, Support, and Fulfil Practices module is structured and aligned around the ITIL framework. This ITIL 4 certification is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL 4 Incident Management Practice, ITIL 4 Service Desk Practice, ITIL 4 Service Request Management Practice, ITIL 4 Monitoring and Event Management Practice, ITIL 4 Problem Management Practice publications.
Skills Covered
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 Managemen
Prerequisites
Please note: an ITIL 4 Foundation certification is a pre-requisite for studying Monitoring and Event Management.
Target Audience
Candidates taking the ITIL 4 Monitor, Support and Fulfil Practices qualification.
Module 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
Module 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
- 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
Module 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
Module 4: Monitoring and Event Management (MEM)
- 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
Module 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
Module 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
Exam & Certification
ITIL 4 Specialist: Monitor, Support and Fulfil.
The ITIL 4 Monitor, Support, and Fulfil Practices module is structured and aligned around the ITIL framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL 4 Incident Management Practice, ITIL 4 Service Desk Practice, ITIL 4 Service Request Management Practice, ITIL 4 Monitoring and Event Management Practice, ITIL 4 Problem Management Practice publications.
Training & Certification Guide
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