ITIL® 4 Specialist: Monitor, Support and Fulfil eLearning

• IT Operations personnel 

• IT Service Managers 

• Product Managers 

• 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 

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. 

 

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.