Course Information
Schedules
- 5 Jul 2025 (Sat) - 19 Jul 2025 (Sat) 1:00 PM - 7:00 PM
Registration period
12 Aug 2024 (Mon) - 4 Jul 2025 (Fri)
Price
HKD 10,800
(Course Fee: HKD10,800 includes exam)
(Course Fee: HKD10,800 includes exam)
Course Level
Study Mode
Duration
18 Hour(s)
Language
Cantonese, English
Location
Unit A, 20/F, Success Commercial Building, 245-251 Hennessy Road, Wanchai, Hong Kong
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Course Overview
The ITIL 4 Specialist: Monitor, Support and Fulfill combined practice course 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.
ITIL 4 Specialist: Monitor, Support and Fulfill 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 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.
What You’ll Learn
1. Incident Management Practice
1.1 The key concepts of the practice
1.2 The processes of the practice
1.3 The roles and competences of the practice
1.4 How information and technology support and enable the practice
1.5 The role of partners and suppliers in the practice
1.6 How the ITIL capability model can be used to develop the practice
1.7 The recommendations for the practice success
2. Service Desk Practice
2.1 The key concepts of the practice
2.2 The processes of the practice
2.3 The roles and competences of the practice
2.4 How information and technology support and enable the practice
2.5 The role of partners and suppliers in the practice
2.6 How the ITIL capability model can be used to develop the practice
2.7 The recommendations for the practice success
3. Service Request Management Practice
3.1 The key concepts of the practice
3.2 The processes of the practice
3.3 The roles and competences of the practice
3.4 How information and technology support and enable the practice
3.5 The role of partners and suppliers in the practice
3.6 How the ITIL capability model can be used to develop the practice
3.7 The recommendations for the practice success
4. Monitoring and Event Management Practice
4.1 The key concepts of the practice
4.2 The processes of the practice
4.3 The roles and competences of the practice
4.4 How information and technology support and enable the practice
4.5 The role of partners and suppliers in the practice
4.6 How the ITIL capability model can be used to develop the practice
4.7 The recommendations for the practice success
5. Problem Management Practice
5.1 The key concepts of the practice
5.2 The processes of the practice
5.3 The roles and competences of the practice
5.4 How information and technology support and enable the practice
5.5 The role of partners and suppliers in the practice
5.6 How the ITIL capability model can be used to develop the practice
5.7 The recommendations for the practice success
6. Monitor, Support, and Fulfil
6.1 Understand the processes and value streams of the Monitor, Support, and Fulfil practices
6.2 How information and technology support and enable the practices
6.3 Recommendations for the Monitor, Support, and Fulfil practices success
