ITIL® 4 Specialist: Monitor, Support, and Fulfil Training Course

• Educational Background: Learners should have fundamental grasp of ITIL® 4 concepts and ideally have completed the ITIL® 4 Foundation certification 

• Language Proficiency: Learners should have a good command of English, as all course materials, assessments, and discussions are conducted in English.  

• Interest in IT Service Management: This course is ideal for individuals with a keen interest in learning IT Service Management. 

• Monitor Service Performance: Learners will understand how to monitor and measure IT service performance, ensuring services meet business needs and key performance indicators. 

• Support Service Requests: Learners will develop the skills to manage service requests and incidents, ensuring efficient resolution and minimal disruption to services. 

• Fulfil Service Requests: Learners will gain the ability to manage and fulfil service requests promptly, maintaining service continuity and enhancing customer satisfaction. 

• Implement ITIL® Practices: Learners will apply ITIL® 4 practices to optimise service delivery and improve operational efficiency within the organisation’s service management framework. 

This course is ideal for IT service professionals seeking to enhance their expertise in monitoring, supporting, and fulfilling service requests to improve service delivery. 

• IT Service Managers 

• Service Desk Analysts 

• Incident Managers 

• Problem Managers 

• Service Delivery Managers 

• IT Support Technicians 

• Change Managers 

Module 1: Incident Management 

• Introduction to Incident Management 

• Value Streams and Processes 

• Organisations and People 

• Partners and Suppliers 

• Incident Management Capability Development
   

Module 2: Service Desk   

• Key Concepts of the Service Desk 

• Processes of the Practice 

• Roles and Competencies of the Practice 

• How does Information and Technology Support and Enable the Practice? 

• Role of Partners and Suppliers in the Practice  

• ITIL Capability Model Used to Develop the Practice  

• Recommendations for The Practice Success 
   

Module 3: Problem Management 

• Introduction to Problem Management 

• Value Streams and Processes 

• Organisation and People 

• Information and Technology 

• Partners and Suppliers 

• Problem Management Capability Development
   

Module 4: Service Request Management 

• Key Concepts of Service Management 

• Value Streams and Processes 

• Organisation and People 

• Role of Information and Technology Support 

• Role of Partners and Suppliers in the Practice  

• Service Request Management Capability Development
   

Module 5: Monitoring and Event Management 

• Introduction to Monitoring and Event Management   

• Value Stream and Processes 

• Organisations and People 

• Information and Technology 

• Partners and Suppliers 

• Monitoring and Event Management Capability Development