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.

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

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.

Any ITIL professional that wants to pursue the highest credential of ITIL, ITIL Master.

Exam location and time:

– Paper based exam in our centre during last lesson

Exam Format: Multiple Choice, close book

Number of Questions: 60 Questions

Exam Duration: 90 Minutes

Passing Mark: 65%, 39 out of 60 questions

Exam Fee: HKD4,600 included in the course fee

Exam Prerequisites:

ITIL Foundation Certificate in IT Service Management OR
ITIL 4 Managing Professional Transition Certificate

** To be awarded the ITIL 4 Managing Professional (MP) designation, a candidate must complete ITIL 4 Specialist: Create, Deliver and Support (CDS), ITIL 4 Specialist: High-Velocity IT (HVIT),   ITIL 4 Specialist: Drive Stakeholder Value (DSV) and ITIL 4 Strategist: Direct, Plan and Improve (DPI) modules. 

** To be awarded the ITIL 4 Practice Manager (PM) designation, a candidate must achieve ITIL 4 Specialist: Create, Deliver and Support (CDS) certificate and any ONE of the combined certification courses from the ITIL 4 Practice Manager track. 

** To be awarded the ITIL 4 Strategic Leader (SL) designation, a candidate must complete ITIL 4 Strategist: Direct, Plan and Improve (DPI) and ITIL 4 Leader: Digital and IT Strategy modules. 

** To be awarded the ITIL 4 Master designation, candidates must have achieved the ITIL 4 Practice Manager (PM), ITIL 4 Managing Professional (MP) and ITIL 4 Strategic Leader (SL) designations. 

Official training material, ebook and sample questions in digital format.

• Great Learning is an ITIL® Accredited Training Organisation and has been delivering ITIL courses for more than ten years.
• We are IT soft skill specialists, highly experienced in delivering complicated and conceptual knowledge in an effective way.