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ITIL® 4 Specialist: Monitor, Support, and Fulfill Official eLearning+

H45XTS

Course ID

H45XTS

Duration

12 hours

Subscription Length

1 year

Format

eLearning

Schedule, pricing & registration

Browse related courses

Overview

This course is structured and aligned around the ITIL framework, and covers the key concepts, principles, values, and challenges of the five ITIL 4 management practices:

  • ITIL 4 Incident Management
  • ITIL 4 Service Desk Management
  • ITIL 4 Service Request Management
  • ITIL 4 Monitoring and Event Management
  • ITIL 4 Problem Management

These five management practices provide guidance at both strategic and operational levels to maximize value from the ITIL 4 framework.


ITIL 4 Official eLearning+ gives you unlimited access to your training for 12 months. The package also includes:

  • Official eBook
  • Official Training Materials Learner Kit
  • Exam voucher (including proctor)
  • Learning resource kit
  • Interactive eLearning
  • Quizzes and knowledge checks
  • Auto-marked sample papers
  • Official mock exam
  • Free exam re-take

Course ID

H45XTS

Duration

12 hours

Subscription Length

1 year

Format

eLearning

Schedule, pricing & registration

Browse related courses
  • Audience

    This course is ideal for IT professionals who need to establish good cross-practice collaboration and effective service value streams. It is also recommended for anyone planning to take the ITIL 4 Monitor, Support and Fulfill Practice exam.
  • Prerequisites

    Before attending this course, you should hold the ITIL® Foundation Certificate in IT Service Management. To achieve the ITIL 4 Practice Manager designation, candidates must have successfully completed this course and exam, as well as the ITIL 4 Specialist: Create, Deliver, and Support course (HU0C2S) and exam.
  • Objectives

    After completing this course, you should be able to:

    • Define key concepts, principles, values, and challenges of the five management practices of ITIL 4
    • Ensure stakeholders understand the strategic and operational requirements to co-create value and achieve business goals
    • Integrate practices in your organization’s value streams
    • Understand interfaces and synergies across the 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
  • Certifications and related exams

    This course prepares you to take the ITIL 4 Monitor, Support, and Fulfill exam.



  • Course outline

Module 1: Incident Management
  • Key concepts of the incident management practice
  • Incident management processes
  • Incident management roles and responsibilities
  • How information and technology support and enable Incident management
  • The role of partners and suppliers
  • How the ITIL capability model can be used to develop this practice
  • Recommendations for practice success

Module 2: Service Desk
  • Key concepts of the service desk practice
  • Service desk processes
  • Service desk roles and responsibilities
  • How information and technology support and enable this practice
  • The role of partners and suppliers
  • How the ITIL capability model can be used to develop this practice
  • Recommendations for practice success

Module 3: Service Request Management
  • Key concepts of the request management practice
  • Request management processes
  • Request management roles and responsibilities
  • How information and technology support and enable this practice
  • The role of partners and suppliers
  • How the ITIL capability model can be used to develop this practice
  • Recommendations for practice success

Module 4: Monitoring and Event Management (MEM)
  • Key concepts of the MEM practice
  • MEM processes
  • MEM roles and responsibilities
  • How information and technology support and enable this practice
  • The role of partners and suppliers
  • How the ITIL capability model can be used to develop this practice
  • Recommendations for practice success

Module 5: Problem Management (PRM)

  • Key concepts of the PRM practice
  • PRM processes
  • PRM roles and responsibilities
  • How information and technology support and enable this practice
  • The role of partners and suppliers
  • How the ITIL capability model can be used to develop this practice
  • Recommendations for practice success

Module 6: Monitor, Support, and Fulfil
  • Understand the processes and value streams of the ITIL 4 Monitor, Support, and Fulfill practices
  • How information and technology support and enable these practices
  • Recommendations for ITIL 4 Monitor, Support, and Fulfill practices success

5 reasons to choose HPE as your training partner

  1. Learn HPE and in-demand IT industry technologies from expert instructors.
  2. Build career-advancing power skills.
  3. Enjoy personalized learning journeys aligned to your company’s needs.
  4. Choose how you learn: in-person, virtually, or online—anytime, anywhere.
  5. Sharpen your skills with access to real environments in virtual labs.

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Learn more

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a50012908enw, H45XTS, March 2025

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