ITIL® 4 Specialist: Monitor, Support and Fulfil eLearning
This course provides an in-depth exploration of five critical ITIL® 4 management practices: Incident Management, Service Desk, Service Request Management, Monitoring and Event Management, and Problem Management. It aims to deliver comprehensive best practice guidance that enriches both strategic and operational aspects, helping candidates maximize value from these practices.
The ITIL 4 Specialist: Monitor, Support, and Fulfil course is meticulously structured around the ITIL framework to ensure alignment and coherence. The accompanying examination evaluates whether candidates have a thorough understanding of and can effectively apply the principles and methodologies detailed in the ITIL 4 publications covering these practices. This includes a demonstration of knowledge in the Incident Management, Service Desk, Service Request Management, Monitoring and Event Management, and Problem Management practices, ensuring a well-rounded competency in ITIL 4's core management areas.
Exam Information
This exam is formatted as an Objective Test Question (OTQ) multiple-choice exam with the following parameters:
- Number of Questions: 60
- Duration: 90 minutes (extended to 112.5 minutes in countries where English is a second language)
- Exam Format: Closed book, with only provided materials allowed for use during the exam.
- Passing Mark: 65%
This course is structured to ensure students are well-prepared to pass the ITIL 4 Specialist: Monitor, Support and Fulfil examination successfully.
Included in the course is a complimentary exam voucher.
Before scheduling your exam, it's crucial to verify that your device meets the necessary technical specifications. For detailed instructions and additional information, please consult the PeopleCert website.
Exam voucher requests are generally processed within two working days, although it may take up to five days. Ensure to request your exam voucher during the course access period, which begins on the date of purchase. For more details, refer to the GEL Support & FAQs page.
Partner Statement
The ITIL® 4 Specialist: Monitor, Support and Fulfil course is provided by GEL, an ATO of PeopleCert.
Copyright Statement
ITIL® is a registered trademark of PeopleCert. Used under licence from PeopleCert. All rights reserved.
Koulutusmuoto
Online
Kesto
30 tuntia
Hinta
1029 €
Sertifiointi
Kyllä
Target Audience
- IT Operations personnel
- IT Service Managers
- Product Managers
What will you learn?
- Fundamental Concepts of the MSF Practices
- Success Factors of the MSF Practices
- Processes within the MSF Practices
- Essential Roles and Competencies in the MSF Practices
- The Impact of Technology and Automation on the MSF Practices
- The Contribution of Partners and Suppliers to the MSF Practices
- The ITIL Capability Model
Content of ITIL® 4 Specialist: Monitor, Support and Fulfil eLearning
Why take this course?
- Good e-Learning stands out as an award-winning provider of online training and has been independently certified as a ‘Market Leader’ for ITIL training by Course Conductor
- The ITIL Practice Manager syllabus provides a modern and comprehensive perspective on IT service management, making ITIL qualifications highly sought after by employers in the IT sector
- The course has been developed with insights from leading experts, including authors of various ITIL 4 publications
- Students of Good e-Learning benefit from free exam vouchers, covering the costs of the exam (terms and conditions apply)
- This ITIL® 4 Specialist: Monitor, Support and Fulfil course is accredited by PeopleCert
Syllabus Information
The ITIL® 4 Specialist: Monitor, Support and Fulfil course comprises five practitioner modules, each designed to deepen understanding and application of ITIL management practices. Here’s an outline of the modules included:
Module 0: Introduction:
Overview of the course structure, main features, learning objectives, and the provided resources such as a diagram pack and further reading materials.
1 - Introduction to ITIL 4 Incident Management Practice
Introduces the first ITIL 4 Specialist: MSF management practice: the ITIL 4 Incident Management practice.
Module 1: Key concepts
Explains key terms, success factors, and metrics of the Incident Management practice.
Module 2: Processes and people
Covers incident handling and resolution, periodic incident review, roles, and organizational structure integration.
Module 3: Enabling the practice
Discusses automation, tooling, partners, suppliers, and capability criteria.
ITIL 4 Incident Management review test
A 20-question review test on ITIL 4 Incident Management.
2 - Introduction to ITIL 4 Monitoring and Event Management Practice
Introduces the second ITIL 4 Specialist: MSF management practice: the ITIL 4 Monitoring and Event Management practice.
Module 1: Key concepts
Details the purpose, key terms, success factors, and metrics of the practice.
Module 2: Processes and people
Describes monitoring planning, event handling, and management review processes.
Module 3: Enabling the practice
Focuses on automation, tooling, partnerships, and capability development.
ITIL 4 Monitoring and Event Management review test
A 20-question review test on ITIL 4 Monitoring and Event Management.
3 - Introduction to ITIL 4 Problem Management Practice
Introduces the third ITIL 4 Specialist: MSF management practice: the ITIL 4 Problem Management practice.
Module 1: Key concepts
Outlines the purpose, key terms, success factors, and metrics.
Module 2: Processes and people
Explains proactive and reactive problem identification, problem and error control processes.
Module 3: Enabling the practice
Automation, tooling, and partnership discussions, along with capability support.
ITIL 4 Problem Management review test
A 20-question review test on ITIL 4 Problem Management.
4 - Introduction to ITIL 4 Service Desk Practice
Introduces the fourth ITIL 4 Specialist: MSF management practice: the ITIL 4 Service Desk practice.
Module 1: Key concepts
Covers the purpose, key terms, success factors, and metrics of the Service Desk practice.
Module 2: Value streams and processes
Focuses on user query handling, communication, and optimization.
Module 3: Enabling the practice
Discusses organizational roles, automation, partnerships, and capability criteria.
ITIL 4 Service Desk review test
A 20-question review test on ITIL 4 Service Desk.
5 - Introduction to ITIL 4 Service Request Management Practice
Introduces the final ITIL 4 Specialist: MSF management practice: the ITIL 4 Service Request Management practice.
Module 1: Key terms and concepts
Explains the purpose, key terms, success factors, and metrics of the practice.
Module 2: Processes and people
Details service request fulfilment control and review and optimization processes.
Module 3: Enabling the practice
Automation, tooling, partnerships, and capability discussions.
ITIL 4 Service Request Management review test
A 20-question review test on ITIL 4 Service Request Management.
Schedule
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.
