The exam voucher is included in the training’s price.

The ITIL4 Monitor, Support and Fulfil course is designed to equip IT professionals with the knowledge and skills required to effectively monitor, support, and fulfil IT services in alignment with the ITIL4 framework. This course builds upon the foundational concepts of ITIL4 and focuses specifically on the activities involved in monitoring, supporting, and delivering high-quality IT services to meet organisational goals and stakeholder expectations.

Participants will explore the key principles and practices of ITIL4 in the context of monitoring, supporting, and fulfilling IT services. They will learn how to establish effective monitoring mechanisms to ensure service performance, availability, and capacity. Participants will also gain insights into incident management, problem management, and service request management practices, enabling them to efficiently resolve issues and fulfil service requests through channels such as Service Desk.

By the end of this course, participants will possess a comprehensive understanding of ITIL4 principles and practices related to monitoring, supporting, and fulfilling IT services. The course also includes guidance to measure practice capability levels and understand factors that correlate with practice success.

ITIL® and the Swirl logo are registered trademarks of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

On completion of this course, the following learning outcomes will be achieved:

• 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

Master ITIL 4’s Five Management Practices: Gain a comprehensive understanding of their key concepts, principles, value, and challenges.

Incident Management Practice

• Key concepts, processes, and roles.
• Technology and partner support for effective implementation.
• ITIL® capability model for practice development and success.

Service Desk Practice

• Operational roles, processes, and competencies.
• Recommendations for success in enabling technology and partner support.

Service Request Management Practice

• Foundations of service request fulfillment.
• Competence roles and enabling technologies for effective implementation.

Monitoring & Event Management Practice

• Mechanisms for ensuring service performance and capacity.
• Integration of ITIL® capability models and recommendations for success.

Problem Management Practice

• Root cause analysis, technology support, and collaboration strategies.
• Success factors leveraging ITIL® capability models.

Monitor, Support, & Fulfil Practices

• Understanding value streams and the role of technology in practice enablement.
• Best practices for operational and strategic success.

Align IT with Business Goals: Learn how to ensure stakeholder alignment and co-create value to achieve strategic and operational objectives.

Integrate Practices into Value Streams: Develop skills to seamlessly integrate ITIL practices into your organisation’s value streams.

Optimise Performance with Metrics: Learn to apply metrics and success factors to improve performance and achieve measurable results.

Develop Practice Capability: Use the ITIL Maturity Model to assess, measure, and enhance the capability of the practices.

Understand Practice Synergies: Gain insights into the interfaces and synergies between the five practices for holistic IT management.

This course is designed for ITSM professionals who want to:

• Deepen their understanding of ITIL 4’s framework and its practical application.
• Develop or enhance their skills in monitoring, supporting, and fulfilling IT services.
• Improve their ability to establish effective cross-practice collaboration.
• Learn how to optimise IT service delivery to better align with business goals and value streams.
• Gain a recognised qualification to demonstrate their expertise in ITIL 4.

Recommended Learner Profile:

• Language and literacy proficiency level : Minimum 3 GCE ‘O’ Levels Passes including English or WPL Level 5
• Required years of experience in relevant domain : Minimum of 1 year of working experience.