Name: ITIL® 4 Specialist: Monitor, Support & Fulfil Course & Examination
Brand: ITIL
SKU: 7315146145976
Price: 2250.0 AUD
Availability: InStock

This course is for IT professionals aiming to establish a good cross-practice collaboration and effective service value streams. This course leads to the ITIL 4 Specialist: Monitor, Support & Fulfil certification and the ITIL 4 Foundation certification is a pre-requisite to attend this class. To achieve the Practice Manager designation you will also need to achieve the ITIL 4 Specialist: Create, Deliver & Support certification.

Our course is held in our virtual classroom over 3-days with our expert instructor, you can join the class and network with your peers from anywhere with an internet connection.

Course Overview

The ITIL 4 Specialist: Monitor, Support and Fulfil combined practice module 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 maximising value from these Practices.

ITIL® 4 Practitioner: Incident Management
ITIL® 4 Practitioner: Service Desk
ITIL® 4 Practitioner: Problem Management
ITIL® 4 Practitioner: Service Request Management
ITIL® 4 Practitioner: Monitoring and Event Management

The individual practices are offered through a combined in 3-day training with practical assignments built into the course, to help you apply what you’ve learned in real-life work scenarios. The practices are also enriched with additional guidance on the capability model based on the ITIL 4 maturity model.

ITIL 4 Specialist: Monitor, Support and Fulfil 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 organisation’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.

Learning Outcomes

ITIL® 4 Practitioner: Service Desk

Service Desk is the point of contact between the service providers and users. Effective development and application of the practice can significantly influence user experience, customer experience, and the overall success of service relationships. ITIL 4 Practitioner: Service Desk enables professionals to:

Define the key concepts, principles, value and challenges of Service Desk
Capture demand for incident resolution and service requests
Establish and maintain communication channels and interfaces between the service provider and users.
Enable effective, efficient, and convenient communications between the service provider and its users
Apply Service Desk metrics to improve performance
Measure, assess and develop the Service Desk practice capability in their organisation by using the ITIL Maturity Model

ITIL® 4 Practitioner: Incident Management

The Incident Management practice module is for IT professionals who are involved in minimising the negative impact of incidents by restoring normal service operation as quickly as possible. ITIL 4 Practitioner: Incident Management enables professionals to efficiently:

Coordinate incident handling in the organisation or in a specific area, such as territory, product, or technology, depending on the organisational design
Monitor and review the work of teams that handle and resolve incidents
Coordinate manual work with incidents, especially those involving multiple teams
Ensure sufficient awareness of the incidents and their status across the organisation
Conduct regular incident reviews and initiate improvements of the incident management practice, the incident models, and the incident handling procedures
Measure, assess and develop the Incident Management practice capability in their organisation by using the ITIL Maturity Model

ITIL® 4 Practitioner: Problem Management

The Problem Management practice module is for IT professionals who want to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and manage workarounds and known errors. This module provides practical guidance on the processes and activities of the Problem Management practice and their roles in the service value chain, the organisations and people involved in the practice, information and technology supporting the practice, and considerations for partners and suppliers. ITIL 4 Practitioner: Problem Management enables professionals to efficiently;

Increase reliability of IT services
Reduce losses and costs caused by IT service unavailability or degradation
Fulfil service quality targets
Reduce technical debt
Anticipate utilisation of IT support resources
Measure, assess and develop the Problem Management practice capability in their organisation by using the ITIL Maturity Model

ITIL® 4 Practitioner: Service Request Management

The Service Request Management practice module is for IT professionals who want to support the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner. This module provides understanding and application of the key concepts, principles, value and challenges of the Service Request Management practice. ITIL 4 Practitioner: Service Request Management enables professionals to efficiently;

Establish clear and structured patterns and methods of working
Reduce costs associated with request handling and fulfilment
Achieve realistic fulfilment expectations and higher resulting levels of user satisfaction
Fulfil SLAs with service consumers
Improve standing or reputation with the service consumer due to higher service quality and clear user expectations
Measure, assess and develop the Service Request Management practice capability in their organisation by using the ITIL Maturity Model

ITIL® 4 Practitioner: Monitoring and Event Management

The Monitoring and Event Management practice module is for IT professionals who want to systematically observe services and service components, and record, report and respond to selected changes of state identified as events. This module provides guidance on how to systematically observe services and service components, and record, report and respond to selected changes of state identified as events. ITIL 4 Practitioner: Monitoring and Event Management enables professionals to;

Detect early warnings of IT service interruption or degradation
Improve IT service availability
Proactive or early detection of incidents and problems
Understand service health
Boost availability and performance reporting
Reduce cost of outages and a reduction in ‘firefighting’-style approaches to incidents
Raise visibility of and manage dependencies that impact service value stream performance
Measure, assess and develop the Monitoring and Event Management practice capability in their organisation by using the ITIL Maturity Model

Who should attend

The ITIL Practice Certifications are intended for professionals that want to prove and validate their skills in specific practice areas. The combined practice course is aimed towards validating the skills and knowledge of professionals seeking to establish a good cross-practice collaboration and effective service value streams.

Prerequisites

ITIL 4 Foundation certification is a pre-requisite for this course. To achieve the ITIL 4 Practice Manager designation, you will need to have completed a combined ITIL Practice Manager bundle plus the ITIL Specialist: Create, Deliver and Support module. Or you will need to have completed 5 individual practices plus the ITIL Specialist: Create, Deliver and Support module.

Exam & Certification

This course prepares participants for the examination leading to the ITIL® 4 Specialist: Monitor, Support and Fulfil.

A 90-minute, 60 question, multiple-choice exam is administered by an independent examination body, PeopleCert.
A passing mark of 65% is required to receive your certificate.

The exam is provided as an online examination voucher, on the first day of your course you will receive an email from PeopleCert with information on how to register and schedule your exam. The examination is 90 minutes, please allow for an additional 30 minutes for set up and authentication. You will require a photo identification, quiet space, webcam, speakers and a reliable internet connection.

The exam schedule is available 24/7 so you can sit your exam at a time that suits you. Your voucher will be valid for 12 months, we do recommend you complete your examination as close to the course date as you can – this is when the information is fresh and relevant.

Course Material & Inclusions

This course comes with access to PeopleCert’s official training e-materials. The Learner kit includes;

Course workbooks/slideshow for students to download, or view on laptop or tablet devices
Official ITIL practice exams
Course reference and exam guidance materials
Quick reference guide to assist with exam preparation

ITIL® 4 Specialist: Monitor, Support and Fulfil online exam voucher, valid for 12-months from date of issue.

The official ITIL 4 publication available from PeopleCert is included as an eBook. This will be provided on the first morning of the course as part of your PeopleCert exam voucher. When you redeem your PeopleCert Voucher Code, there will be a new eBook in the ‘My Resources’ section of your PeopleCert Account.

An amazing instructor who explained the content very clearly and at a very good pace. This was a good balance and approach to learning in a three day intensive period. I found the worked examples very practical and very relatable to the Defence industry sector I work in.

Mary W.

Satisfied Customer