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

H38CJAAE

Course ID

H38CJAAE

Duration

12 hours

Format

eLearning

Schedule, pricing & registration

Browse related courses

Overview

This course is structured and aligned around the ITIL framework. The exam assesses if you have sufficient understanding and knowledge of the concepts covered in the five ITIL 4 management practices:

  • ITIL 4 Asset Management
  • ITIL 4 Change Enablement
  • ITIL 4 Deployment Management
  • ITIL 4 Release Management
  • ITIL 4 Service Configuration Management

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

H38CJAAE

Duration

12 hours

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 theITIL Foundation Certificate in IT Service Management. To earn the ITIL 4 Practice Manager designation, you 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

    Please complete this section before publishing this data sheet. For example (fill the following in with the relevant course and exam information for this particular course):


    This course also prepares you to take the ITIL 4: Plan, Implement, and Control exam.


    To earn the ITIL 4 Practice Manager certification, you must successfully complete one of the following pathways:


    • The five individual practices, plus the ITIL 4 Specialist: Create, Deliver, and Support course (HU0C2S) and exam

    (or)


    • This course (ITIL 4: Plan, Implement, and Control) and exam, plus the ITIL 4 Specialist: Create, Deliver, and Support course (HU0C2S) and 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 Fulfill
  • 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

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  5. Sharpen your skills with access to real environments in virtual labs.

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a50013160enw, H38CJAAE A.00, April 2025

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