ITIL®4 Practices – Monitor, Support & Fulfil

ITIL Monitor, Support and Fulfil course provides practical knowledge and skills to effectively manage, support and optimize IT services. By implementing the principles and best practices learned in this training, organizations can increase operational efficiency, improve incident and problem management, strengthen customer relationships, and achieve higher levels of service quality and customer satisfaction.

The course is intended for all those who want to improve their knowledge of individual practices and know how to use them for functioning service value streams.

The ITIL 4 Monitor, Support and Fulfil Practices course is structured and aligned with the ITIL framework. It deals with Value streams and their integration with selected practices. It also uses the Guiding principles adaptation.

The course covers each of the following practices in detail:

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

For each practice are described:

• Objectives of practice
• Relevant processes, their activities, inputs and outputs
• Key Success Factors (PSFs) and Key Metrics (KPIs)
• Terms and concepts (e.g. Major Incident, Technical debt, Request Cataloque, Threshold, techniques for RCA)
• Process roles (e.g. Incident Manager, Problem Analyst)
• Skills and abilities needed to function effectively
• Supporting information and tools
• Possibilities of using automation
• Necessary cooperation of suppliers and third parties

The course candidate must hold the “ITIL®4 Foundation” certificate. The certificate must be shown before taking the course.

Note The certification test cannot be taken without prior participation in this accredited course.

• The course is led by lecturers with ITIL® Managing Professional certification, but also experienced consultants with many implemented projects of adoption and adaptation of ITIL® best practice in the environment of various organizations. Thus, you will learn real practical experience on the course.
• OMNICOM team is part of the prestigious Axelos ITIL Development Group and co-authors of selected ITIL practices.
• The course contains several practical exercises that help the understanding of individual principles.
• Innovative teaching methods – we include innovative methods in the courses that allow a better understanding of the course content and increase the chance of successfully passing the certification tests.
• We are constantly improving the level of courses and lecturers – participation in professional associations such as itSMF Slovakia and running the most extensive professional portal in the field of best practice allows us to keep improving.

The manual for this course is in English, the explanation is in Slovak.

Study materials (Student Books) are designed to support simple and quick preparation for the certification test, but at the same time provide more demanding candidates with a rich amount of additional information and knowledge for further use in everyday practice.

The course includes theory and practical exercises in the form of workshops and case studies.

The AXELOS certification test for obtaining the internationally valid ITIL®4 Monitor, Support and Fulfil certificate is included in the price of the course and takes place online at the date booked with PeopleCert.

The test is in online form and consists of choosing the correct answers from the given options.

The test consists of 60 questions, while at least 39 questions (65%) must be answered correctly for successful completion.

The test is of the “closed book” type. No literature or electronic devices are allowed during the test. It is allowed to use a traditional translation dictionary.

The length of the test is 113 minutes (90 minutes for English native speakers).

Free monthly access to the myITIL program from AXELOS for all successful graduates of the certification test.

The validity of the ITIL®4 Monitor, Support and Fulfil certificate is 3 years.