We can host this training at your preferred location. Contact us!

Ramp up your front-line service desk skills by utilizing the ITIL4 framework to manage service requests, respond to problems and monitor the health of your products and services.

This 3-day course combines the key concepts, principles, values, and challenges of the five ITIL® 4 management practices below:

Service Desk
Incident Management
Problem Management
Service Request Management
Monitoring & Event Management

It is intended to provide candidates with best practice guidance at both strategic and operational levels in order to maximize value from each practice. Participants will explore the key principles and practices of ITIL4 in the context of monitoring, supporting, and fulfilling IT services. They will learn how to establish effective monitoring mechanisms to ensure service performance, availability, and capacity. The course also includes guidance to measure practice capability levels and understand factors that correlate with practice success.

Who Should Attend?

This training and certification is intended for:

ITSM managers, aspiring managers and practitioners developing their ITSM knowledge based on ITIL4
ITSM practitioners that seek to validate their skills and knowledge in establishing effective cross-practice collaboration and value streams
Individuals who are pursuing the ITIL Practice Manager and/or Master designation

Candidates must hold the ITIL 4 or ITIL 3 Foundation certificate.

ITIL 4 Specialist: Monitor, Support and Fulfil enables professionals 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.

Incident Management (INM)
- The key concepts of the practice
- The processes of the practice
- The roles and competences of the practice
- How information and technology support and enable the practice
- The role of partners and suppliers in the practice
- The recommendations for the practice success
Service Desk (SD)
- The key concepts of the practice
- The processes of the practice
- The roles and competences of the practice
- How information and technology support and enable the practice
- Τhe role of partners and suppliers in the practice
- Ηow the ITIL capability model can be used to develop the practice
- The recommendations for the practice success
Service Request Management (SRM)
- The key concepts of the practice
- The processes of the practice
- The roles and competences of the practice
- How information and technology support and enable the practice
- The role of partners and suppliers in the practice
- How the ITIL capability model can be used to develop the practice
- The recommendations for the practice success
Monitoring and Event Management (MEM)
- The key concepts of the practice
- The processes of the practice
- The roles and competences of the practice
- The processes of the practice
- The roles and competences of the practice
- How information and technology support and enable the practice
- The role of partners and suppliers in the practice
- How the ITIL capability model can be used to develop the practice
- The recommendations for practice success
Problem Management (PRM)
- The key concepts of the practice
- The processes of the practice
- The roles and competences of the practice
- How information and technology support and enable the practice
- The role of partners and suppliers in the practice
- How the ITIL capability model can be used to develop the practice
- The recommendations for the practice success
Monitor, Support, and Fulfill
- Understand the processes and value streams of the Monitor, Support, and Fulfil practices
- How information and technology support and enable the practices
- Recommendations practice success

Why have you chosen us?

I have attended a training from Bilginc IT Academy before and I was satisfied.

I have attended a training from a different provider and it was not helpful.

Other

How many employees do you have in your IT department?

0 – 50

50 – 250

250 – 1000

1000+

Upcoming Trainings

Join our public courses in our Singapore facilities. Private class trainings will be organized at the location of your preference, according to your schedule.

Classroom / Virtual Classroom

25 January 2025