ITIL & Service Management
ITIL® 4 Specialist: Monitor, Support and Fulfil
Run day-to-day service operations with ITIL 4.
3 daysIntermediate6 modules
About this course
Run day-to-day service operations with ITIL 4. You will master incident, problem, service request, monitoring and event management and the service desk, and integrate them to support users well.
What you'll learn
- 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 organization’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.
Curriculum
6 modules
- The key concepts of the practice
- The processes of the practice
- The roles and competences of the practice
- How information and technology support and enable the practice
- The role of partners and suppliers in the practice
- The recommendations for the practice success
- The key concepts of the practice
- The processes of the practice
- The roles and competences of the practice
- How information and technology support and enable the practice
- The role of partners and suppliers in the practice
- How the ITIL capability model can be used to develop the practice
- The recommendations for the practice success
- The key concepts of the practice
- The processes of the practice
- The roles and competences of the practice
- How information and technology support and enable the practice
- The role of partners and suppliers in the practice
- How the ITIL capability model can be used to develop the practice
- The recommendations for the practice success
- The key concepts of the practice
- The processes of the practice
- The roles and competences of the practice
- The processes of the practice
- The roles and competences of the practice
- How information and technology support and enable the practice
- The role of partners and suppliers in the practice
- How the ITIL capability model can be used to develop the practice
- The recommendations for practice success
- The key concepts of the practice
- The processes of the practice
- The roles and competences of the practice
- How information and technology support and enable the practice
- The role of partners and suppliers in the practice
- How the ITIL capability model can be used to develop the practice
- The recommendations for the practice success
- Understand the processes and value streams of the Monitor, Support, and Fulfil practices
- How information and technology support and enable the practices
- Recommendations practice success
Who it's for
Service desk, operations and support professionals holding an ITIL 4 or ITIL 3 Foundation certificate.
Before you start
- Candidates must hold the ITIL 4 or ITIL 3 Foundation certificate
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