ITIL 4 Specialist: Monitor, Support & Fulfil, a combined module that covers the key concepts of 5 ITIL Practices: Incident Management, Service Desk, Service Request Management, Monitoring and Event Management and Problem Management. The ITIL 4 Foundation certification is a pre-requisite to attend this class. To achieve the Practice Manager designation you will also need to achieve the ITIL 4 Specialist: Create, Deliver & Support certification. Our ITIL Practice Manager course bundle, include all the courses you need, purchase together and save. This course is an instructor-led course delivered over 3-days in our virtual classroom, join the class and network with your peers from anywhere with an internet connection. Have a team or need further date options? Request a quote and a member of our team will be in touch.  Course Overview The ITIL 4 Specialist: Monitor, Support and Fulfil combined practice module is for IT professionals aiming to establish a good cross-practice collaboration and effective service value streams. The individuals can demonstrate their understanding and application of the concepts covered in the five ITIL Management Practices at both strategic and operational levels maximising value from these Practices.    ITIL® 4 Practitioner: Incident Management ITIL® 4 Practitioner: Service Desk  ITIL® 4 Practitioner: Problem Management  ITIL® 4 Practitioner: Service Request Management  ITIL® 4 Practitioner: Monitoring and Event Management Key Concepts: Understand the purpose and key concepts of the Monitor, Support, and Fulfil practices, elucidating their importance in maintaining, supporting, and delivering IT services effectively. Practice Success Factors:  Learn about practice success factors (PSF) and key practice metrics, essential for evaluating the effectiveness and maturity of the Monitor, Support, and Fulfil practices in achieving service excellence. Roles and competencies: Focus on key roles within the Monitor, Support, and Fulfil practices, and understand how to position the practices effectively within your organisation. Develop the necessary competencies for monitoring services, providing support, and fulfilling service requests. Information and technology See how Information and Technology can support and enable the Monitor, Support, and Fulfil practices to deliver improvements, providing tools and systems for effective monitoring, support, and fulfilment operations. Partners and suppliers Explore the role of partners and suppliers in the Monitor, Support, and Fulfil practices, understanding how to collaborate effectively to enhance service monitoring, support, and fulfilment processes. The ITIL Capability model Discover how the capability criteria support the practices' capability development, ensuring alignment with industry best practices and organisational requirements for effective monitoring, support, and fulfilment.   Practices Overview ITIL® 4 Practitioner: Service Desk  Service Desk is the point of contact between the service providers and users. Effective development and application of the practice can significantly influence user experience, customer experience, and the overall success of service relationships. ITIL 4 Practitioner: Service Desk enables professionals to:  Define the key concepts, principles, value and challenges of Service Desk  Capture demand for incident resolution and service requests  Establish and maintain communication channels and interfaces between the service provider and users.  Enable effective, efficient, and convenient communications between the service provider and its users  Apply Service Desk metrics to improve performance  Measure, assess and develop the Service Desk practice capability in their organisation by using the ITIL Maturity Model ITIL® 4 Practitioner: Incident Management  This practice module is for IT professionals who are involved in minimising the negative impact of incidents by restoring normal service operation as quickly as possible. ITIL 4 Practitioner: Incident Management enables professionals to efficiently:   Coordinate incident handling in the organisation or in a specific area, such as territory, product, or technology, depending on the organisational design  Monitor and review the work of teams that handle and resolve incidents  Coordinate manual work with incidents, especially those involving multiple teams  Ensure sufficient awareness of the incidents and their status across the organisation  Conduct regular incident reviews and initiate improvements of the incident management practice, the incident models, and the incident handling procedures  Measure, assess and develop the Incident Management practice capability in their organisation by using the ITIL Maturity Model ITIL® 4 Practitioner: Problem Management  This practice module is for IT professionals who want to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and manage workarounds and known errors. This module provides practical guidance on the processes and activities of the Problem Management practice and their roles in the service value chain, the organisations and people involved in the practice, information and technology supporting the practice, and considerations for partners and suppliers. ITIL 4 Practitioner: Problem Management enables professionals to efficiently;  Increase reliability of IT services  Reduce losses and costs caused by IT service unavailability or degradation  Fulfil service quality targets  Reduce technical debt  Anticipate utilisation of IT support resources  Measure, assess and develop the Problem Management practice capability in their organisation by using the ITIL Maturity Model  ITIL® 4 Practitioner: Service Request Management  This practice module is for IT professionals who want to support the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner. This module provides understanding and application of the key concepts, principles, value and challenges of the Service Request Management practice. ITIL 4 Practitioner: Service Request Management enables professionals to efficiently;   Establish clear and structured patterns and methods of working  Reduce costs associated with request handling and fulfilment  Achieve realistic fulfilment expectations and higher resulting levels of user satisfaction  Fulfil SLAs with service consumers  Improve standing or reputation with the service consumer due to higher service quality and clear user expectations  Measure, assess and develop the Service Request Management practice capability in their organisation by using the ITIL Maturity Model ITIL® 4 Practitioner: Monitoring and Event Management  This practice module is for IT professionals who want to systematically observe services and service components, and record, report and respond to selected changes of state identified as events. This module provides guidance on how to systematically observe services and service components, and record, report and respond to selected changes of state identified as events. ITIL 4 Practitioner: Monitoring and Event Management enables professionals to;  Detect early warnings of IT service interruption or degradation  Improve IT service availability  Proactive or early detection of incidents and problems  Understand service health  Boost availability and performance reporting  Reduce cost of outages and a reduction in ‘firefighting’-style approaches to incidents  Raise visibility of and manage dependencies that impact service value stream performance  Measure, assess and develop the Monitoring and Event Management practice capability in their organisation by using the ITIL Maturity Model  Learning Outcomes ITIL 4 Specialist: Monitor, Support and Fulfil enables professionals to:  Define the key concepts, principles, value and challenges of ITIL 4’s five management practices  Ensure stakeholders understand the strategic and operational requirements to co-create value and achieve business goals  Integrate the practices in the organisation’s value streams  Understand the interfaces and synergies across these five practices  Apply metrics and practice success factors to improve performance  Measure, assess and develop the capability of the various practices covered by using the ITIL Maturity Model. Who should attend IT Operations, IT Managers, IT Service Managers, Product Managers and Owners.    Prerequisites ITIL 4 Foundation certification is a pre-requisite for this course.  To achieve the ITIL 4 Practice Manager designation, you will need to have completed a combined ITIL Practice Manager bundle plus the ITIL Specialist: Create, Deliver and Support module. Or you will need to have completed 5 individual practices plus the ITIL Specialist: Create, Deliver and Support module.   Exam & Certification This course prepares participants for the examination leading to the ITIL® 4 Specialist: Monitor, Support and Fulfil. A 90-minute, 60 question, multiple-choice exam is administered by an independent examination body, PeopleCert. A passing mark of 65% is required to receive your certificate.  The exam is provided as an online examination voucher, on the first day of your course you will receive an email from PeopleCert with information on how to register and schedule your exam. The examination is 90 minutes, please allow for an additional 30 minutes for set up and authentication. You will require a photo identification, quiet space, webcam, speakers and a reliable internet connection.  The exam schedule is available 24/7 so you can sit your exam at a time that suits you. Your voucher will be valid for 12 months, we do recommend you complete your examination as close to the course date as you can – this is when the information is fresh and relevant.  Course Material & Inclusions This course comes with access to PeopleCert’s official training e-materials. The Learner kit includes; Course workbooks/slideshow for students to download, or view on laptop or tablet devices  Official ITIL practice exams  Course reference and exam guidance materials  Quick reference guide to assist with exam preparation  ITIL® 4 Specialist: Monitor, Support and Fulfil online exam voucher, valid for 12-months from date of issue. A Take2 exam re-sit is included if there is a 'failure' result from the first attempt. Take2 will not be available from a missed or absent exam attempt. The official ITIL 4 publication available from PeopleCert is included as an eBook.  This will be provided on the first morning of the course as part of your PeopleCert exam voucher.