ITIL 4 Specialist: Monitor, Support, Fulfil course
A combined module that covers the key concepts of 5 ITIL Practices: Incident Management, Service Desk, Service Request Management, Monitoring and Event Management and Problem Management.
What will you learn?
* Key concepts
Understand the purpose and key concepts of the Monitor, Support, and Fulfil practices, elucidating their importance in maintaining, supporting, and delivering IT services effectively.
* Practice success factors
Learn about practice success factors (PSF) and key practice metrics, essential for evaluating the effectiveness and maturity of the Monitor, Support, and Fulfil practices in achieving service excellence.
* Practice processes
Explore processes, including key activities, and learn how to integrate them into your organisation’s value stream to ensure seamless monitoring, robust support, and efficient fulfilment of IT services.
* Roles and competencies
Focus on key roles within the Monitor, Support, and Fulfil practices, and understand how to position the practices effectively within your organisation. Develop the necessary competencies for monitoring services, providing support, and fulfilling service requests.
* Information and technology
See how Information and Technology can support and enable the Monitor, Support, and Fulfil practices to deliver improvements, providing tools and systems for effective monitoring, support, and fulfilment operations.
* Partners and suppliers
Explore the role of partners and suppliers in the Monitor, Support, and Fulfil practices, understanding how to collaborate effectively to enhance service monitoring, support, and fulfilment processes.
* The ITIL Capability model
Discover how the capability criteria support the practices’ capability development, ensuring alignment with industry best practices and organisational requirements for effective monitoring, support, and fulfilment.
* Practice success
Learn strategies for succeeding with the Monitor, Support, and Fulfil practices and understand how they are supported by the ITIL guiding principles, ensuring the establishment of efficient and effective IT service management practices to achieve business goals.
