About the Certificate
This course is for anyone who is preparing to sit the ITIL 4: Monitor, Support, and Fulfil examination. The aim is to provide you with an understanding of the key concepts, processes and roles of the Monitor, Support, and Fulfil (MSF) practices.
The overall aim of this course is to enable you to gain a pass mark in the ITIL 4: Monitor, Support, and Fulfil examination and fulfil one of the requirements of being an ITIL Master.
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:
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
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
