Overview
Active Learning is the leading provider of ITIL Training and Certification in the Philippines.
Course Benefits
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.
You Will Learn
- 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.
Who Should Attend
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.
About the Exam
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 4 Certification Scheme
ITIL Leader: DITS certification is 1 of the 4 modules required to achieve the ITIL 4 Managing Professional designation.
- ITIL 4 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 Strategic leader is awarded when the Create, Deliver and Support, the Driver Stakeholder Vakue, The High Velocity IT, and the Direct, Plan and improve Certification 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 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 Imrove)
- ITIL 4 Master is the highest designation, awarded when the ITIL Practice Manager, Managing Professional, and Strategic Leader designations are all achieved
Course Outline
Introduction
- Overview of ITIL 4 and the importance of service management practices
- Key concepts and objectives of the Monitor, Support, and Fulfil practices
Service Monitoring
- Defining and measuring Key Performance Indicators (KPIs) for service performance
- Tools and techniques for monitoring IT services (dashboards, automated monitoring)
- Proactive service monitoring to identify and address issues early
- Aligning monitoring activities with business objectives and customer needs
Service Support
- Incident Management: Best practices for managing and resolving incidents
- Problem Management: Identifying root causes and preventing recurring issues
- Service Desk Optimization: Structure, roles, and responsibilities for effective service support
- Service Recovery: Approaches to minimize disruption and restore services
Service Fulfillment
- Service Request Management: Handling and fulfilling standard service requests efficiently
- Automation in Service Fulfillment: Tools and techniques for automating request fulfillment processes
- Service Level Agreements (SLAs): Defining, managing, and monitoring SLAs to meet customer expectations
Service Performance Optimization
- Using feedback and performance data to improve services continuously
- Identifying opportunities for optimization through monitoring and support activities
- Techniques for analyzing service performance and preventing recurring incidents
Integration with ITIL Practices
- How monitoring, support, and fulfillment integrate with other ITIL practices (e.g., Change, Problem, and Continual Improvement)
- Ensuring alignment of service delivery with organizational goals and value streams
- Understanding the synergies between service management practices to create a seamless service operation
Metrics and Success Factors
- Defining success factors for monitoring, support, and fulfillment practices
- Applying metrics to assess and improve practice performance
- Using the ITIL Maturity Model to measure and develop practice capabilities
