Course Information
Schedules
- 5 Sep 2026 (Sat) 1:00 PM - 7:00 PM
Registration period
12 Nov 2025 (Wed) - 4 Sep 2026 (Fri)
Price
HKD 11,000
(Course Fee: HKD11,000 (exam included: HKD4,600))
(Course Fee: HKD11,000 (exam included: HKD4,600))
Course Level
Study Mode
Duration
18 Hour(s)
Language
Cantonese
Location
-
Certificate
- Available
- *The delivery and distribution of the certificate are subject to the policies and arrangements of the course provider.
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
