ITIL 4 Specialist: Monitor, Support and Fulfill

OVERVIEW
The ITIL 4 Monitor, Support, and Fulfil Practices module is structured and aligned around the ITIL framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL 4 Incident Management Practice, ITIL 4 Service Desk Practice, ITIL 4 Service Request Management Practice, ITIL 4 Monitoring and Event Management Practice, ITIL 4 Problem Management Practice publications.

The exam voucher is included in the course package.

TARGET GROUP
Candidates taking the ITIL 4 Monitor, Support and Fulfil Practices qualification. This module compiles for the candidates the understanding of the key concepts, principles, value and challenges of ITIL 4’s five management practices, namely, the ITIL 4 Incident Management Practice, the ITIL 4 Service Desk Practice, the ITIL 4 Service Request Management Practice, the ITIL 4 Monitoring and Event Management Practice, and the ITIL 4 Problem Management Practice. It is intended to provide candidates with best practice guidance at both strategic and operational levels of maximizing value from the Practices.

DURATION
4 Days

CERTIFICATE
ITIL 4 SPECIALIST: MONITOR, SUPPORT AND FULFIL

GOVERNING BODY
AXELOS

EXAM MODE
PeopleCert

LEARNING OUTCOME
➢ Relationship Management: Explore strategies to build and maintain strong relationships with stakeholders.
➢ Stakeholder Engagement: Understand how to engage stakeholders effectively to gather requirements and feedback.
➢ Value Co-Creation: Emphasize the collaborative process of creating value through partnerships between IT and the business.

COURSE OUTLINE
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.
   ➢ How the ITIL capability model can be used to develop 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.
   ➢ 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.

Know how to apply the BRM models and techniques.
   ➢ Know how to apply the following in the context of BRM:
      ❑ Stakeholder analysis and mapping.
      ❑ Gemba walk.
      ❑ The voice of the customer.

Understand BRM roles, skills, and organizational solutions.
   ➢ Understand the key skills required for BRM.
   ➢ Describe the responsibilities of the relationship manager and relationship agent roles.
   ➢ Know how to apply the LACMT model to BRM activities.
   ➢ Know how to position BRM within an organizational structure.
   Understand how information and technology support and enables BRM.
   ➢ Identify the key inputs and outputs of the BRM practice.
   ➢ Describe the key BRM automation tools and their role in the practice.

Understand the role of partners and suppliers in BRM.
   ➢ Understand the complexity of service relationships.
   ➢ Understand the dependencies of BRM on third parties.

Know how to develop the BRM capability in an organization.
   ➢ Understand the key concepts of the ITIL maturity.
   ➢ Model:
       ❑ a) Capability assessment.   
       ❑ b) The capability levels and criteria.
   ➢ Know how to apply capability criteria to plan BRM capability development.
   ➢ Identify key metrics and methods for improving BRM capabilities.
   ➢ Apply the key steps of the BRM capability development