ITIL® 4 Specialist: Monitor, Support and Fulfil
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Features of This Course
Why ChooseI TIL® 4 Specialist: Monitor, Support and Fulfil?
Provider: GEL
Accredited by: PeopleCert
Exam vouchers included
Course duration: 30 hours
Access Period: 6 months
Tutor support
Quizzes and exam practice
Works on mobile devices
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.
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
Why take this course?
- GEL 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 GEL 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
Disclaimer
The ITIL® 4 Monitor, Support and Fulfill course is provided by GEL, an ATO of PeopleCert.
ITIL® is a registered trademark of PeopleCert. Used under licence from PeopleCert. All
rights reserved.
Course Curriculum
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.
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.
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.
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.
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.
A 20-question review test on ITIL 4 Service Request Management.
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.
Frequently Asked Questions
FAQs
ITSM, or IT Service Management, involves applying policies, procedures, and best practices to optimize IT services for both clients and employees, enhancing efficiency and satisfaction.
ITIL 4 represents the latest evolution of ITIL, the globally recognized framework for ITSM. It provides a comprehensive set of best practices that guide IT-powered organizations in designing, developing, and continuously improving their IT services.
Originally, ITIL stood for ‘Information Technology Infrastructure Library.’ However, as the framework has evolved with frequent updates, it is no longer considered a static ‘library.’ Currently, ITIL doesn’t stand for anything but continues to be a leading model for IT service optimization.
The ITIL certification journey begins with the ‘ITIL Foundation’. After achieving this, individuals can advance through ‘Practice Manager,’ ‘Managing Professional,’ or ‘Strategic Leader’ streams. Mastery of all streams enables one to qualify as an ‘ITIL Master.’ Additionally, there are four ITIL extension modules for those focusing on specific ITSM areas, which are not part of the main ITIL pathway.
ITIL certification can significantly enhance a professional’s earning potential. According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 annually, varying by experience, role, and certification level.
ITIL equips users with best practices for developing efficient IT services, fostering a culture of continuous improvement. This ensures services remain aligned with business objectives, optimizes resources, and facilitates ongoing enhancements.
ITIL 4 helps organizations optimize IT practices, supports continuous quality improvement, and remains adaptable to integrate with other methodologies like DevOps. Its forward-looking approach ensures it remains relevant as technological and best practice standards evolve.
PeopleCert is a prominent accrediting body that owns and oversees several best practice frameworks, including ITIL 4, PRINCE2, MSP, PRINCE2 Agile, and AgileSHIFT.
ITIL 4 seamlessly integrates with other frameworks such as Agile, DevOps, Lean, and PRINCE2, enhancing its adaptability and applicability across various organizational contexts.
