This course combines the understanding of the key concepts, principles, value and challenges of five ITIL 4 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.
The ITIL 4 Specialist: Monitor, Support, and Fulfil course 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, and ITIL 4 Problem Management practice publications.
Module 0: This module explains the structure of the ITIL® 4 Specialist: Monitor, Support and Fulfil course. It also introduces you to the course main features, learning plan, aims and objectives, and structure. The module offers a diagram and tables pack, a course guide and full transcripts. It also contains some of the most frequently asked questions about the ITIL 4 MSF Practices.
Duration: 1 hour
This module introduces the first of the five ITIL 4 management practices: the ITIL 4 Incident Management practice.
Duration: 10m
Module 1: Key concepts
Module 1 explains some key terms and concepts of the incident management practice. It then explains the practice success factors (PSFs) and the key metrics of the incident management practice.
Duration: 1h
Module 2: Processes and people
Module 2 begins with an explanation of the two incident management practice processes: incident handling and resolution and periodic incident review. It describes the inputs, outputs and key activities of both processes and how to integrate the incident management practice in the organization’s value streams.
The module goes on to describe the organizations and people involved in the practice. It describes the responsibilities of the key roles and how to position the incident management practice in the organizational structure.
Duration: 1h
Module 3: Enabling the practice
Module 3 completes the content for this course with a description of further concepts that enable the incident management practice. We start by explaining automation and tooling, and providing recommendations for the automation of incident management. The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.
Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.
The module ends with recommendations for incident management practice success and how they’re supported by the ITIL guiding principles.
Duration: 1h
ITIL 4 Incident Management review test
Module 4 contains a 20-question review test on ITIL 4 Incident Management practice.
Duration: 1h
This module introduces the second of the five ITIL 4 management practices: the ITIL 4 Monitoring and Event Management practice.
Duration: 10m
Module 1: Key concepts
Module 1 explains the purpose and some key terms and concepts of the monitoring and event management practice. It then explains the practice success factors (PSFs) and the key metrics of the monitoring and event management practice.
Duration: 1h
Module 2: Processes and people
Module 2 begins by describing the three monitoring and event management practice processes: monitoring planning, event handling and monitoring and event management review. It describes the inputs, outputs and key activities of the processes and how to integrate the monitoring and event management practice in the organisation’s value streams.
The module goes on to describe the organisations and people involved in the practice. It describes the responsibilities of the key roles and how to position the monitoring and event management practice in the organisational structure.
Duration: 1h
Module 3: Enabling the practice
Module 3 completes the content for this course with a description of further concepts that enable the monitoring and event management practice. We start by explaining automation and tooling and providing recommendations for the automation of monitoring and event management. The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.
Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.
The module ends with recommendations for monitoring and event management practice success and how they’re supported by the ITIL guiding principles.
Duration: 1h
ITIL 4 Monitoring and Event Management review test
Module 4 contains a 20-question review test on ITIL 4 Monitoring and Event Management practice.
Duration: 1h
This module introduces the third of the five ITIL 4 management practices: the ITIL 4 Problem Management practice.
Duration: 10m
Module 1: Key concepts
Module 1 explains the purpose and some key terms and concepts of the problem management practice. It then explains the practice success factors (PSFs) and the key metrics of the problem management practice.
Duration: 1h
Module 2: Processes and people
Module 2 begins by describing the four problem management practice processes: proactive problem identification, reactive problem identification, problem control and error control. It describes the inputs, outputs and key activities of the processes and how to integrate the problem management practice in the organization’s value streams.
The module goes on to describe the organizations and people involved in the practice. It describes the responsibilities of the key roles and how to position the problem management practice in the organizational structure.
Duration: 1h
Module 3: Enabling the practice
Module 3 completes the content for this course with a description of further concepts that enable the problem management practice. We start by explaining automation and tooling, and providing recommendations for the automation of problem management. The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.
Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.
The module ends with recommendations for problem management practice success and how they’re supported by the ITIL guiding principles.
Duration: 1h
ITIL 4 Problem Management review test
Module 4 contains a 20-question review test on ITIL 4 Problem Management practice.
Duration: 1h
4 – Introduction to ITIL 4 Service Desk Practice
This module introduces the fourth of the five ITIL 4 management practices: the ITIL 4 Service Desk practice.
Duration: 10m
Module 1: Key concepts
Module 1 explains the purpose and some key terms and concepts of the service desk practice. It then describes the practice success factors (PSFs) and the key metrics of the service desk practice.
Duration: 1h
Module 2: Value streams and processes
Module 2 looks at the core service desk processes: User query handling, communicating to users, and service desk optimization. It details the inputs and activities required by each process and presents the outputs.
The module also explores how the service desk practice can contribute to and be integrated in the organization’s value streams.
Duration: 1h
Module 3: Enabling the practice
Module 3 begins by describing the organizations and people involved in the practice. It describes the responsibilities of the key roles and how to position the service desk practice in the organizational structure, outlining common ways of organizing a dedicated user communication team.
Next, there’s an explanation of automation and tooling, with recommendations for the automation of the service desk practice. The module then discusses partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.
Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.
Module 3 ends with recommendations for the success of the service desk practice and how the recommendations are supported by the ITIL guiding principles.
Duration: 1h
ITIL 4 Service Desk review test
Module 4 contains a 20-question review test on ITIL 4 Service Desk practice.
Duration: 1h
This module introduces the last of the five ITIL 4 management practices in the ITIL 4 Specialist: Monitor, Support and Fulfill course: the ITIL 4 Service Request Management practice.
Duration: 10m
Module 1: Key terms and concepts
Module 1 explains the purpose and some key terms and concepts of the service request management practice. It then describes the practice success factors (PSFs) and the key metrics of the service request management practice.
Duration: 1 hour
Module 2: Processes and people
Module 2 begins with an explanation of the two service request management practice processes: Service request fulfilment control and service request review and optimization. It describes the inputs, outputs and key activities of both processes and how to integrate the service request management practice in the organization’s value streams.
The module goes on to describe the organizations and people involved in the practice. It describes the responsibilities of the key roles and how to position the service request management practice in the organizational structure.
Duration: 1 hour
Module 3: Enabling the practice
Module 3 completes the content for this section with a description of further concepts that enable the service request management practice. We start by explaining automation and tooling, and providing recommendations for the automation of service request management. The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.
Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.
The module ends with recommendations for service request management practice success and how they’re supported by the ITIL guiding principles.
Duration: 1 hour
ITIL 4 Service Request Management review test
Module 4 contains a 20-question review test on ITIL 4 Service Request Management practice.
Duration: 1h
ITSM stands for ‘IT Service Management’. It involves using policies, procedures, and best practices to optimize IT services for clients and employees.
ITIL 4 is the latest iteration of ITIL, the world’s leading framework for ITSM. It offers a series of best practices to help IT-powered organizations design, develop, and continually improve their IT services.
Previously, ITIL stood for the ‘Information Technology Infrastructure Library’. The framework has evolved to the point where it is updated so often that it cannot be considered a static ‘library’. Because of this, the name no longer stands for anything.
Students must initially pass ‘ITIL Foundation’. Once a student has obtained ‘ITIL Foundation,’ they can go on to pass the ‘Practice Manager,’ ‘Managing Professional’ or ‘Strategic Leader’ streams. Obtaining all of the Practice Manager,’ ‘Managing Professional’ and ‘Strategic Leader’ certifications allows students to become an ‘ITIL Master.’
Students interested in a specific area of ITSM can take one of the four ITIL extension modules. These do not contribute to the ITIL Pathway.
According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £39,000 and over £200000), depending on their experience, role, and certification level. Even sitting a Foundation course can have significant benefits for ITSM professionals.
ITIL provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long-term benefits with IT services continually aligned with business goals and strategies. It also offers proven practices for resource optimization and continuous improvement.
ITIL 4 is a modern framework that fully equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes.
The framework is also highly adaptable and can work alongside other popular approaches, such as DevOps. Finally, the framework is set to continue evolving to accommodate developments in technology and best practices. This makes ITIL future-proof for practitioner organizations.
PeopleCert is the owner of and accrediting body for a number of best practice frameworks, including PRINCE2, PRINCE2 Agile, MSP, ITIL 4, and AgileSHIFT.
AXELOS is a trademark of PeopleCert, the organization behind a variety of highly popular best practice frameworks, including ITIL 4, PRINCE2, MSP, and AgileSHIFT.
ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.
This course combines the understanding of the key concepts, principles, value and challenges of five ITIL 4 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.
The ITIL 4 Specialist: Monitor, Support, and Fulfil course 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, and ITIL 4 Problem Management practice publications.
Module 0: This module explains the structure of the ITIL® 4 Specialist: Monitor, Support and Fulfil course. It also introduces you to the course main features, learning plan, aims and objectives, and structure. The module offers a diagram and tables pack, a course guide and full transcripts. It also contains some of the most frequently asked questions about the ITIL 4 MSF Practices.
Duration: 1 hour
This module introduces the first of the five ITIL 4 management practices: the ITIL 4 Incident Management practice.
Duration: 10m
Module 1: Key concepts
Module 1 explains some key terms and concepts of the incident management practice. It then explains the practice success factors (PSFs) and the key metrics of the incident management practice.
Duration: 1h
Module 2: Processes and people
Module 2 begins with an explanation of the two incident management practice processes: incident handling and resolution and periodic incident review. It describes the inputs, outputs and key activities of both processes and how to integrate the incident management practice in the organization’s value streams.
The module goes on to describe the organizations and people involved in the practice. It describes the responsibilities of the key roles and how to position the incident management practice in the organizational structure.
Duration: 1h
Module 3: Enabling the practice
Module 3 completes the content for this course with a description of further concepts that enable the incident management practice. We start by explaining automation and tooling, and providing recommendations for the automation of incident management. The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.
Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.
The module ends with recommendations for incident management practice success and how they’re supported by the ITIL guiding principles.
Duration: 1h
ITIL 4 Incident Management review test
Module 4 contains a 20-question review test on ITIL 4 Incident Management practice.
Duration: 1h
This module introduces the second of the five ITIL 4 management practices: the ITIL 4 Monitoring and Event Management practice.
Duration: 10m
Module 1: Key concepts
Module 1 explains the purpose and some key terms and concepts of the monitoring and event management practice. It then explains the practice success factors (PSFs) and the key metrics of the monitoring and event management practice.
Duration: 1h
Module 2: Processes and people
Module 2 begins by describing the three monitoring and event management practice processes: monitoring planning, event handling and monitoring and event management review. It describes the inputs, outputs and key activities of the processes and how to integrate the monitoring and event management practice in the organisation’s value streams.
The module goes on to describe the organisations and people involved in the practice. It describes the responsibilities of the key roles and how to position the monitoring and event management practice in the organisational structure.
Duration: 1h
Module 3: Enabling the practice
Module 3 completes the content for this course with a description of further concepts that enable the monitoring and event management practice. We start by explaining automation and tooling and providing recommendations for the automation of monitoring and event management. The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.
Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.
The module ends with recommendations for monitoring and event management practice success and how they’re supported by the ITIL guiding principles.
Duration: 1h
ITIL 4 Monitoring and Event Management review test
Module 4 contains a 20-question review test on ITIL 4 Monitoring and Event Management practice.
Duration: 1h
This module introduces the third of the five ITIL 4 management practices: the ITIL 4 Problem Management practice.
Duration: 10m
Module 1: Key concepts
Module 1 explains the purpose and some key terms and concepts of the problem management practice. It then explains the practice success factors (PSFs) and the key metrics of the problem management practice.
Duration: 1h
Module 2: Processes and people
Module 2 begins by describing the four problem management practice processes: proactive problem identification, reactive problem identification, problem control and error control. It describes the inputs, outputs and key activities of the processes and how to integrate the problem management practice in the organization’s value streams.
The module goes on to describe the organizations and people involved in the practice. It describes the responsibilities of the key roles and how to position the problem management practice in the organizational structure.
Duration: 1h
Module 3: Enabling the practice
Module 3 completes the content for this course with a description of further concepts that enable the problem management practice. We start by explaining automation and tooling, and providing recommendations for the automation of problem management. The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.
Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.
The module ends with recommendations for problem management practice success and how they’re supported by the ITIL guiding principles.
Duration: 1h
ITIL 4 Problem Management review test
Module 4 contains a 20-question review test on ITIL 4 Problem Management practice.
Duration: 1h
4 – Introduction to ITIL 4 Service Desk Practice
This module introduces the fourth of the five ITIL 4 management practices: the ITIL 4 Service Desk practice.
Duration: 10m
Module 1: Key concepts
Module 1 explains the purpose and some key terms and concepts of the service desk practice. It then describes the practice success factors (PSFs) and the key metrics of the service desk practice.
Duration: 1h
Module 2: Value streams and processes
Module 2 looks at the core service desk processes: User query handling, communicating to users, and service desk optimization. It details the inputs and activities required by each process and presents the outputs.
The module also explores how the service desk practice can contribute to and be integrated in the organization’s value streams.
Duration: 1h
Module 3: Enabling the practice
Module 3 begins by describing the organizations and people involved in the practice. It describes the responsibilities of the key roles and how to position the service desk practice in the organizational structure, outlining common ways of organizing a dedicated user communication team.
Next, there’s an explanation of automation and tooling, with recommendations for the automation of the service desk practice. The module then discusses partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.
Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.
Module 3 ends with recommendations for the success of the service desk practice and how the recommendations are supported by the ITIL guiding principles.
Duration: 1h
ITIL 4 Service Desk review test
Module 4 contains a 20-question review test on ITIL 4 Service Desk practice.
Duration: 1h
This module introduces the last of the five ITIL 4 management practices in the ITIL 4 Specialist: Monitor, Support and Fulfill course: the ITIL 4 Service Request Management practice.
Duration: 10m
Module 1: Key terms and concepts
Module 1 explains the purpose and some key terms and concepts of the service request management practice. It then describes the practice success factors (PSFs) and the key metrics of the service request management practice.
Duration: 1 hour
Module 2: Processes and people
Module 2 begins with an explanation of the two service request management practice processes: Service request fulfilment control and service request review and optimization. It describes the inputs, outputs and key activities of both processes and how to integrate the service request management practice in the organization’s value streams.
The module goes on to describe the organizations and people involved in the practice. It describes the responsibilities of the key roles and how to position the service request management practice in the organizational structure.
Duration: 1 hour
Module 3: Enabling the practice
Module 3 completes the content for this section with a description of further concepts that enable the service request management practice. We start by explaining automation and tooling, and providing recommendations for the automation of service request management. The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.
Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.
The module ends with recommendations for service request management practice success and how they’re supported by the ITIL guiding principles.
Duration: 1 hour
ITIL 4 Service Request Management review test
Module 4 contains a 20-question review test on ITIL 4 Service Request Management practice.
Duration: 1h
ITSM stands for ‘IT Service Management’. It involves using policies, procedures, and best practices to optimize IT services for clients and employees.
ITIL 4 is the latest iteration of ITIL, the world’s leading framework for ITSM. It offers a series of best practices to help IT-powered organizations design, develop, and continually improve their IT services.
Previously, ITIL stood for the ‘Information Technology Infrastructure Library’. The framework has evolved to the point where it is updated so often that it cannot be considered a static ‘library’. Because of this, the name no longer stands for anything.
Students must initially pass ‘ITIL Foundation’. Once a student has obtained ‘ITIL Foundation,’ they can go on to pass the ‘Practice Manager,’ ‘Managing Professional’ or ‘Strategic Leader’ streams. Obtaining all of the Practice Manager,’ ‘Managing Professional’ and ‘Strategic Leader’ certifications allows students to become an ‘ITIL Master.’
Students interested in a specific area of ITSM can take one of the four ITIL extension modules. These do not contribute to the ITIL Pathway.
According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £39,000 and over £200000), depending on their experience, role, and certification level. Even sitting a Foundation course can have significant benefits for ITSM professionals.
ITIL provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long-term benefits with IT services continually aligned with business goals and strategies. It also offers proven practices for resource optimization and continuous improvement.
ITIL 4 is a modern framework that fully equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes.
The framework is also highly adaptable and can work alongside other popular approaches, such as DevOps. Finally, the framework is set to continue evolving to accommodate developments in technology and best practices. This makes ITIL future-proof for practitioner organizations.
PeopleCert is the owner of and accrediting body for a number of best practice frameworks, including PRINCE2, PRINCE2 Agile, MSP, ITIL 4, and AgileSHIFT.
AXELOS is a trademark of PeopleCert, the organization behind a variety of highly popular best practice frameworks, including ITIL 4, PRINCE2, MSP, and AgileSHIFT.
ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.
Includes exam voucher
$1,069.00
Omniplex (Group) Ltd trading as Good e-Learning
45 Grosvenor Rd, St Albans, AL1 3AW
Company Number: 02584418
VAT Number: GB 434205135
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