Introduction
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 maximizing value from these Practices. These are namely: ITIL 4 Incident Management Practice, ITIL 4 Service Desk Practice, ITIL 4 Service Request Management Practice, ITIL 4 Monitoring and Event Management Practice, and ITIL 4 Problem Management Practice.
Audience profile
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.
Pre-requisites
ITIL 4 Foundation
Course objectives
At the end of this course, participants will be able to:
- Understand the key concepts of ITIL service management.
- Understand how ITIL guiding principles can help an organization to adopt and adapt ITIL service management.
- Understand the four dimensions of ITIL service management.
- Understand the purpose and components of the ITIL service value system and activities of the service value chain and how they interconnect
- Understand the key concepts of continual improvement
- Learn the various ITIL practices and how they contribute to value chain activities
Course content
| Module 1: Course Introduction |
- Let’s Get to Know Each Other
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- Introduction to IT Service Management in the Modern World
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- Course Learning Objectives
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- Structure and benefits of ITIL 4
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- ITIL 4 Certification Scheme
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| Module 2: Service Management: Key Concepts |
- Value and Value Co-Creation
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- Value: Services, Products and Resources
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- Value: Outcomes, Costs and Risks
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| Module 3: The Guiding Principles |
- Identifying Guiding Principles
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- Applying the Guiding Principles
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- The Seven Guiding Principles
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| Module 4: The Four Dimensions of Service Management |
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- The Four Dimensions and the Service Value System
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- Value Streams and Processes
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- External Factors and Pestle Model
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- Information and Technology
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| Module 5: Service Value System |
- Service Value System and Service Value Activities
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- Overview of the Service Value Chain
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- Overview of Service Value System
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| Module 6: Continual Improvement |
- Introduction to Continual Improvement
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- Relationship between Continual Improvement and Guiding Principles
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- The Continual Improvement Model
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| Module 7: Overview of ITIL Practices |
- ITIL Management Practices
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- The Service Request Management Practice
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- The Continual Improvement Practice
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- The Service Desk Practice
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- The Change Control Practice
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- The Service Level Management Practice
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- The Incident Management Practice
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- Purpose of ITIL Practices
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Associated certifications and exam
This course will prepare delegates to take the ITIL4 Practice Manager: Monitor, Support and Fulfil
- Successfully passing this exam will result in the attainment of the ITIL4 Practice Manager: Monitor, Support and Fulfil.
Exam Prerequisite:
- Compulsory attendance of ITIL 4 Foundation accredited course
Exam Format:
- 40 questions, multiple choice examination Closed Book Online Web Based
Duration:
- 60 minutes (candidates taking exam in a language that is not their native, may be awarded 25% extra time)
Pass Score:
- 65%
- On successful completion of this course students will receive a Torque IT attendance certificate.
ITIL is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All right reserved.
