ITIL®4 Specialist: Monitor, Support & Fulfill – Accredited (On-Demand)

Course Description

The ITIL 4 Specialist: Monitor, Support & Fulfil course combines 5 of the 15 individual practice modules found in the ITIL Practitioner series of courses and focusses on five modules most used to achieve stable operations and a responsive IT department. These are:

• 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

Taking the Monitor, Support & Fulfil course and passing the exam awards you the ITIL 4 Specialist: Monitor, Support & Fulfil designation and is one of the key certifications required to be awarded the ITIL 4 Practice Manager designation. The ITIL 4 Practice Manager designation is awarded to individuals who complete MSF and hold either the ITIL 4 Managing Professional or the ITIL 4 Specialist: Create, Deliver & Support designation. In addition, becoming an ITIL 4 Practice Manager is one of the key designations required to becoming an ITIL 4 Master.

For those pursuing a career in service management, the ITIL 4 Practice Manager combines a detailed description of 5 practices and the relationships between them, with information about how to manage teams who execute practice work. In addition, it is a requirement for those wishing to become an ITIL 4 Master. Whether you are beginning your journey as a service manager or aiming to take an important step in your certification, this course will give you what you need.

The course is for professionals who want to establish good cross-practice collaboration and effective service value streams. By completing this course, you will be able to demonstrate your understanding and application of the concepts covered in all five ITIL Management Practices at the strategic and operational levels and have a critical piece of the ITIL Master puzzle. If mastering this practice area or becoming an ITIL Master is your goal, then this course is for you.

In This Course You Will Learn:

By completing this course and gaining your ITIL 4 Specialist: Monitor, Support & Fulfil Certification you will be able 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.

What’s Included?

• The PeopleCert Accredited Course – 1-year access ($499 Value)
• Instructor Support to guide you and answer questions while you prepare for MSF Certification ($499 Value)
• 6 Hours of 1:1 ITIL Consulting with an ITIL Master ($1500 Value)
• The Official PeopleCert Exam Voucher ($839 Value)
• A 1-year PeopleCert Plus Membership – Free Mock Exam and a Free Take2 with every exam your take ($129 Value)
• The Official PeopleCert MSF eBook.
• The Official PeopleCert MSF Resource Kit.
• The ITSM Resource Library – over 400 videos on key ITSM Topics ($999 Value)

Prerequisites

In order to take this course, you must hold the ITIL 4 Foundation Certification or the ITIL 4 Managing Professional Transition Certification. In order to sit for the exam, you must complete this course and receive the official Letter of Attendance for this course.

Outline

1.0: Monitor, Support and Fulfil Practices

• 1.1: Introduction to the Monitor, Support and Fulfil Practices
• 1.2: Practices, Processes, and Service Value Streams
• 1.3: Incident Resolution as a Service Value Stream
• 1.4: Recap: Key Learning Points

2.0: Incident Management

• 2.1: The Purpose of the Incident Management Practice
• 2.2: Key Concepts
• 2.3: Discussion: Workarounds
• 2.4: Practice Success Factors
• 2.5: The Key PSF Metrics
• 2.6: Recap: Key Learning Points

2.1: Incident Management – Value Streams and Processes

• 2.1.1: The Incident Handling and Resolution Process
• 2.1.2: The Periodic Incident Review Process
• 2.1.3: Recap: Key Learning Points

2.2: Incident Management – Organizations and People

• 2.2.1: The Incident Manager and Major Incident Manager
• 2.2.2: Organizational Solutions
• 2.2.3: Recap: Key Learning Points

2.3: Incident Management – Information and Technology

• 2.3.1: Information Needed
• 2.3.2: Automation Tools
• 2.3.3: Recap: Key Learning Points

2.4: Incident Management – Partners and Suppliers

• 2.4.1: Partners and Suppliers
• 2.4.2: Recap: Key Learning Points

2.5: Incident Management Quiz

• Time for a Quiz

3.0: Service Desk

• 3.1: The Purpose of the Service Desk Practice
• 3.2: Key Concepts
• 3.3: Practice Success Factors
• 3.4: Key Metrics
• 3.5: Recap: Key Learning Points

3.1: Service Desk – Value Streams and Processes

• 3.1.1: The User Query Handling Process
• 3.1.2: The Process of Communicated to Users
• 3.1.3: The Service Desk Optimization Process
• 3.1.4: The Service Desk Practice in Service Value Streams
• 3.1.5: Recap: Key Learning Points

3.2: Service Desk – Organizations and People

• 3.2.1: Service Desk Roles
• 3.2.2: Service Desk Organization
• 3.2.3: Recap: Key Learning Points

3.3: Service Desk – Information and Technology

• 3.3.1: Information Needed
• 3.3.2: Automation Tools
• 3.3.3: Recap: Key Learning Points

3.4: Service Desk – Partners and Suppliers

• 3.4.1: Partners and Suppliers
• 3.4.2: Recap: Key Learning Points

3.5: Service Desk Quiz

• Time for a Quiz

4.0: Monitoring and Event Management

• 4.1: The Purpose of the Monitoring and Event Management Practice
• 4.2: Practice Success Factors
• 4.3: Key Metrics
• 4.4: Key Concepts: Monitoring
• 4.5: Key Concepts: Thresholds, Alerts, and Event Groups
• 4.6: Recap: Key Learning Points

4.1: Monitoring and Event Management – Processes and Value Streams

• 4.1.1: The Monitoring Planning Process
• 4.1.2: The Event Handling Process
• 4.1.3: The Monitoring and Event Management Review Process
• 4.1.4: Monitoring and Event Management in Value Streams
• 4.1.5: Recap: Key Learning Points

4.2: Monitoring and Event Management – Organizations and People

• 4.2.1: Organization Structures and Teams
• 4.2.2: Recap: Key Learning Points

4.3: Monitoring and Event Management – Information and Technology

• 4.3.1: Automation Tools
• 4.3.2: Recap: Key Learning Points

4.4: Monitoring and Event Management – Partners and Suppliers

• 4.4.1: Partners and Suppliers
• 4.4.2: Recap: Key Learning Points

4.5: Monitoring and Event Management – Quiz

• Time for a Quiz

5.0: Problem Management

• 5.1: The Purpose of the Problem Management Process
• 5.2: Practice Success Factors
• 5.3: Key Metrics
• 5.4: The Three Phases of Problem Management
• 5.5: Reactive and Proactive Problem Management
• 5.6: Key Concepts
• 5.7: Recap: Key Learning Points

5.1: Problem Management – Value Streams and Processes

• 5.1.1: The Proactive and Reactive Problem Identification Processes
• 5.1.2: The Problem Control Process
• 5.1.3: The Error Control Process
• 5.1.4: Problem Management in the Incident Resolution Value Stream
• 5.1.5: Recap: Key Learning Points

5.2: Problem Management – Organizations and People

• 5.2.1: Core Problem Management Roles
• 5.2.2: Problem Management in an Organization Structure
• 5.2.3: Recap: Key Learning Points

5.3: Problem Management – Information and Technology

• 5.3.1: Automation Tools
• 5.3.2: Recap: Key Learning Points

5.4: Problem Management – Partners and Suppliers

• 5.4.1: Partners and Suppliers
• 5.4.2: Recap: Key Learning Points

5.5: Problem Management Quiz

• Time for a Quiz

6.0: Service Request Management

• 6.1: The Purpose of the Service Request Management Practice
• 6.2: Key Concepts
• 6.3: Practice Success Factors
• 6.4: Key Metrics
• 6.5: Recap: Key Learning Points

6.1: Service Request Management – Value Streams and Processes

• 6.1.1: The Service Request Fulfilment Control
• 6.1.2: The Service Request Review and Optimization Process
• 6.1.3: Service Request Fulfilment as a Service Value Stream
• 6.1.4: Recap: Key Learning Points

6.2: Service Request Management – Organizations and People

• 6.2.1: Service Request Management Roles and Organization Structure
• 6.2.2: Recap: Key Learning Points

6.3: Service Request Management – Information and Technology

• 6.3.1: Information Needed and Automation Tools
• 6.3.2: Recap: Key Learning Points

6.4: Service Request Management – Partners and Suppliers

• 6.4.1: Partners, Suppliers and SIAM
• 6.4.2: Recap: Key Learning Points

6.5: Service Request Management – Quiz

• Time for a Quiz

7.0: Practice Capability Development

• 7.1: The ITIL Maturity Model
• 7.2: Assessing a Practice Capability – Incident Management
• 7.3: Developing a Capability
• 7.4: Recap: Key Learning Points

7.1: Practice Capability Development – Quiz

• Time for a Quiz

8.0: What’s Next

• 8.1: Continuing Your Journey

PeopleCert Accreditation

GogoTraining is a PeopleCert Accredited Training Organization (ATO)