Opleiding: ITIL® 4 Specialist: Monitor, Support and Fulfil E-Learning Bundle (On-line proctored Exam, Official certification e-Book, Official Training Material, Learner Kit, eLearning 12-month access) [PC-ITIL4P-MSF]

OVERVIEW

This 3-day course 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.

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.

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

Updated 10/6/2026

e-Learning

Interactive self-paced content that provides flexibility in terms of pace, place and time to suit individuals and organisations. These resources also consist of online books, educational podcasts and vodcasts, and video-based learning.

OBJECTIVES

Our ITIL® 4 Practices: Monitor, Support & Fulfil training course will cover all of the five ITIL® 4 practices below:

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

CONTENT

1. 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 
  

2. 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

3. 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

4. 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

5. 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

6. Monitor, Support, and Fulfil

• Understand the processes and value streams of the Monitor, Support, and Fulfil practices
• How information and technology support and enable the practices
• Recommendations for the Monitor, Support, and Fulfil practices success