ITIL 4 Create, Deliver & Support book cover

The ITIL 4 Specialist: Monitor, Support & Fulfil module covers five of the key service management practices in a three-day course. The practices are included are Monitoring and Event Management, Service Desk, Incident Management, Problem Management, and Service Request Management.

This module is intended to provide learners with guidance on maximizing  at both strategic and operational levels.

ITIL 4 Specialist: Monitor, Support & Fulfil is one of the three practices bundles in the ITIL 4 Practice Manager stream.

Course

The ITIL 4 Specialist: Monitor, Support & Fulfil course is a three-day session touching the topics covered in the ITIL 4 Monitor, Support & Fulfil exam.  Some self-study is required to be successful on the exam, including review of material from the text (see Learning Objectives below) and attempting the sample exam.

Prerequisites

Candidates must hold the ITIL 4 Foundation certificate to take the ITIL 4 Specialist: Monitor, Support & Fulfil course and exam.

Qualification Level

The ITIL 4 Specialist: Monitor, Support & Fulfil course and exam provide sufficient understanding and application of the included ITIL 4 practices in an organization.

The ITIL 4 Specialist: Monitor, Support & Fulfil exam tests candidates at Bloom Level 2 (Understanding) and Level 3 (Application).

Exam

  • Type:  Multiple choice questions
  • Number of questions:  60
  • Passing score:  65% (39 out of 60)
  • Closed book/closed notes
  • Allotted time:  90 minutes

Target Groups

ITIL 4 Specialist: Monitor, Support & Fulfil is aimed at:

  • IT practitioners and leaders managing the operation of IT-enabled & digital products and services.
  • Anyone tasked with managing, implementing, or executing any of the included practices.

This course is also one of four options for those seeking the ITIL Practice Manager designation.

Learning Objectives

The course and exam cover the concepts discussed in the ITIL Practices Guidance. The Practice Guides are the texts for the course and the basis for the exam.  Topics include:

  1. Incident Management:  Key concepts, roles, competencies; application of the Four Dimensions; recommendations for success
  2. Service Desk:  Key concepts, roles, competencies; application of the Four Dimensions; recommendations for success
  3. Service Request Management:  Key concepts, roles, competencies; application of the Four Dimensions; recommendations for success
  4. Monitoring and Event Management:  Key concepts, roles, competencies; application of the Four Dimensions; recommendations for success
  5. Problem Management:  Key concepts, roles, competencies; application of the Four Dimensions; recommendations for success
  6. Monitor, Support, and Fulfil:  Processes and value streams; information and technology; recommendations for success

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