The ITIL 4 Monitor, Support, and Fulfil Specialist certification offers several key benefits for both individuals and organizations. By completing the course, participants will gain a deeper understanding of how to monitor service performance, ensuring that IT services align with business needs and meet agreed-upon service levels. They will also learn how to enhance incident and problem management processes, improving the efficiency of service support and minimizing disruptions. Additionally, the course teaches effective methods for fulfilling service requests, optimizing workflows, and automating key processes to improve service delivery. Through a focus on continuous improvement and feedback loops, participants will be equipped to drive service optimization and increase customer satisfaction. Overall, this certification provides valuable skills that help professionals enhance their service management practices, deliver higher-quality IT services, and support organizational goals more effectively.

• Understand the key concepts, principles, and practices involved in monitoring, supporting, and fulfilling IT services.
• Learn how to define and measure key performance indicators (KPIs) to track and improve service performance.
• Apply best practices for incident and problem management to restore services quickly and prevent recurring issues.
• Manage and automate service request fulfillment processes, ensuring alignment with Service Level Agreements (SLAs).
• Use feedback and data to optimize service performance and drive continuous improvement.
• Integrate monitoring, support, and fulfillment practices with other ITIL practices, ensuring a cohesive service management approach across value streams.

This ITIL 4 Monitor, Support, and Fulfil Specialist certification training is aimed at:

• Improve their ability to oversee service delivery, monitor performance, and ensure effective support and fulfillment.
• Seeking to enhance their skills in managing and resolving incidents and problems, while improving service reliability.
• Aiming to develop expertise in handling service requests, troubleshooting issues, and supporting end-users efficiently.
• Wanting to build their skills in monitoring service performance, coordinating teams, and improving service delivery processes.
• Professionals involved in service management who want to enhance their understanding of how monitoring, support, and fulfillment contribute to successful service delivery.

Examples of roles who would benefit mostly from this course include:

• IT Service Managers
• Incident and Problem Managers
• Service Desk Staff and Technicians
• Service Delivery and Support Teams
• Operational Managers and Team Leads
• Change Managers and Process Owners
• ITIL 4 Foundation Holders
• Other IT Professionals in Service Management Roles

Prerequisites:

To attend ITIL 4 Monitor, Support, and Fulfil Specialist certification training, you are required to have successfully attained your ITIL 4 Foundation certificate.

This ITIL 4 Specialist certification program lasts two and a half days and the exam takes place at the end of the training.

• Multiple choice
• 60 questions
• Passing Score of 65%
• 90 minutes
• Closed Book

ITIL Foundation is a prerequisite for any ITIL 4 certification, except for the extension modules Acquiring and Managing Cloud Services, and Sustainability in Digital and IT that do not have any prerequisite.

ITIL 4 Managing Professional is awarded when the Create, Deliver and Support, the Driver Stakeholder Value, the High-velocity IT, and the Direct, Plan and Improve certifications are achieved.

ITIL 4 Strategic Leader is awarded when the Digital and IT Strategy, and Direct, Plan and Improve certifications are achieved.

ITIL 4 Practice Manager is awarded when the Create, Deliver and Support certification, and a) any FIVE individual practice-based certifications are achieved, or b) when the Create, Deliver and Support certification, and any ONE certification from the pre-bundled courses is achieved: Monitor, Support and Fulfil, Plan, Implement and Control, or Collaborate, Assure and Improve.

ITIL 4 Master is the highest designation, awarded when the ITIL Practice Manager, Managing Professional, and Strategic Leader designations are all achieved.