ITIL® 4 Specialist: Monitor, Support and Fulfil (Live Online) – Certified by PeopleCert, includes 2 Exam Attempts & Official Axelos eBook Course code:1st- ITIL4MSF-E-2 – Fast Track Training

ITIL 4 Specialist: Monitor, Support and Fulfil Certification is recommended for IT Career and Professional Development

This a combined practice module designed for IT professionals seeking to enhance collaboration across ITIL practices and create effective service value streams. Participants will demonstrate their ability to understand and apply concepts from five ITIL Management Practices at both strategic and operational levels, with the goal of maximizing value delivery.

This module encompasses the following ITIL® 4 Practitioner practices:

• Incident Management

• Service Desk

• Problem Management

• Service Request Management

• Monitoring and Event Management

Key focus areas of this module include:

• Monitoring and Event Management: Emphasizes monitoring the performance and availability of IT services and infrastructure. It includes detecting and responding to events and minimizing service disruptions through effective incident management.

• Service Desk and Incident Management: Covers handling service disruptions by establishing and managing a service desk, and implementing processes for incident logging, categorization, prioritization, and resolution.

• Problem Management: Focuses on identifying root causes of incidents, analyzing recurring issues, and taking preventive actions to avoid future disruptions.

• Request Fulfilment: Involves managing user service requests, including their receipt, validation, processing, tracking, and reporting.

• Access Management: Ensures that only authorized users are granted access to services, while unauthorized access is prevented. It includes managing user access rights throughout their lifecycle.

• Service Level Management: Deals with defining, negotiating, and monitoring SLAs with customers, ensuring that service delivery aligns with agreed expectations.

• Continual Improvement: Encourages the ongoing enhancement of service quality and performance by identifying improvement opportunities and implementing necessary changes.

Course Objectives:

• Understand and define the key principles, values, and challenges of the five ITIL 4 management practices.

• Align stakeholder expectations with strategic and operational goals to co-create business value.

• Integrate these practices effectively within organizational value streams.

• Recognize and leverage the synergies and interactions between the five practices.

• Utilize performance metrics and success factors to drive improvement.

• Apply the ITIL Maturity Model to measure, assess, and develop practice capabilities.

Prerequisites:

• ITIL® Foundation Certificate in IT Service Management OR

• ITIL® 4 Managing Professional Transition Certificate

• Training must be completed through an Accredited Training Organisation

Exam Details:

• 60 multiple-choice questions

• 90 minutes duration

• Pass mark: 65% (39 correct answers)

• Closed book