ITIL 4 Specialist: Monitor, Support & Fulfil - PeopleCert Accredited Official eLearning The Key to Becoming an ITIL Practice Manager & ITIL Master

Course Description

Welcome to GogoTraining's ITIL 4 Specialist:  Monitor, Support & Fulfil course.  This eLearning course had been developed by GogoTraining using Official PeopleCert Training Materials (OTM) with PeopleCert’s permission.  GogoTraining is a PeopleCert Authorized Training Organizations (ATO) and this course has been accredited by PeopleCert.   

The ITIL 4 Specialist:  Monitor, Support & Fulfil course combines 5 of the 15 individual practice modules found in the ITIL Practitioner series of courses and focusses on five modules most used to achieve stable operations and a responsive IT department.  These are:

• ITIL® 4 Practitioner: Incident Management
• ITIL® 4 Practitioner: Service Desk
• ITIL® 4 Practitioner: Problem Management
• ITIL® 4 Practitioner: Service Request Management
• ITIL® 4 Practitioner: Monitoring and Event Management

Taking the Monitor, Support & Fulfil course and passing the exam awards you the ITIL 4 Specialist:  Monitor, Support & Fulfil designation and is one of the key certifications required to be awarded the ITIL 4 Practice Manager designation.  The ITIL 4 Practice Manager designation is awarded to individuals who complete MSF and hold either the ITIL 4 Managing Professional or the ITIL 4 Specialist: Create, Deliver & Support designation. In addition, becoming an ITIL 4 Practice Manager is one of the key designations required to becoming and ITIL 4 Master.  

For those pursuing a career in service management, the ITIL 4 Practice Manager combines a detailed description of 5 practices and the relationships between them, with information about how to manage teams who execute practice work.  In addition it is a requirement for those wishing to become an ITIL 4 Master.  Whether you are beginning your journey as a service manager, or aiming to take an important step in your certification, this course will give you what you need.

The course is for professionals who want to establish good cross-practice collaboration and effective service value streams.  By completing this course you will be able to demonstrate your understanding and application of the concepts covered in all five ITIL Management Practices at the strategic and operational levels and have a critical piece of the ITIL Master puzzle.  If mastering this practice area or becoming and ITIL Master is your goal, then this course is for you.

In This Course You Will Learn:

By completing this course and gaining your ITIL 4 Specialist:  Monitor, Support & Fulfil Certification you will be able 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.

Prerequisites

In order to take this course, you must hold the ITIL 4 Foundation Certification or the ITIL 4 Managing Professional Transition Certification.  In order to sit for the exam, you must complete this course and receive the official Letter of Attendance for this course.

Outline

1.0: Monitor, Support and Fulfil Practices           

• 1.1: Introduction to the Monitor, Support and Fulfil Practices
• 1.2: Practices, Processes, and Service Value Streams
• 1.3: Incident Resolution as a Service Value Stream
• 1.4: Recap: Key Learning Points

2.0: Incident Management 

• 2.1: The Purpose of the Incident Management Practice
• 2.2: Key Concepts
• 2.3: Discussion: Workarounds
• 2.4: Practice Success Factors
• 2.5: The Key PSF Metrics
• 2.6: Recap: Key Learning Points

2.1: Incident Management - Value Streams and Processes

• 2.1.1: The Incident Handling and Resolution Process
• 2.1.2: The Periodic Incident Review Process
• 2.1.3: Recap: Key Learning Points

2.2: Incident Management - Organizations and People         

• 2.2.1: The Incident Manager and Major Incident Manager
• 2.2.2: Organizational Solutions
• 2.2.3: Recap: Key Learning Points

2.3: Incident Management - Information and Technology    

• 2.3.1: Information Needed
• 2.3.2: Automation Tools
• 2.3.3: Recap: Key Learning Points

2.4: Incident Management - Partners and Suppliers

• 2.4.1: Partners and Suppliers
• 2.4.2: Recap: Key Learning Points

2.5: Incident Management Quiz      

• Time for a Quiz

3.0: Service Desk    

• 3.1: The Purpose of the Service Desk Practice
• 3.2: Key Concepts
• 3.3: Practice Success Factors
• 3.4: Key Metrics
• 3.5: Recap: Key Learning Points

3.1: Service Desk - Value Streams and Processes     

• 3.1.1: The User Query Handling Process
• 3.1.2: The Process of Communicated to Users
• 3.1.3: The Service Desk Optimization Process
• 3.1.4: The Service Desk Practice in Service Value Streams
• 3.1.5: Recap: Key Learning Points

3.2: Service Desk - Organizations and People            

• 3.2.1: Service Desk Roles
• 3.2.2: Service Desk Organization
• 3.2.3: Recap: Key Learning Points

3.3: Service Desk - Information and Technology       

• 3.3.1: Information Needed
• 3.3.2: Automation Tools
• 3.3.3: Recap: Key Learning Points

3.4: Service Desk - Partners and Suppliers   

• 3.4.1: Partners and Suppliers
• 3.4.2: Recap: Key Learning Points

3.5: Service Desk Quiz         

• Time for a Quiz

4.0: Monitoring and Event Management     

• 4.1: The Purpose of the Monitoring and Event Management Practice
• 4.2: Practice Success Factors
• 4.3: Key Metrics
• 4.4: Key Concepts: Monitoring
• 4.5: Key Concepts: Thresholds, Alerts, and Event Groups
• 4.6: Recap: Key Learning Points

4.1: Monitoring and Event Management - Processes and Value Streams      

• 4.1.1: The Monitoring Planning Process
• 4.1.2: The Event Handling Process
• 4.1.3: The Monitoring and Event Management Review Process
• 4.1.4: Monitoring and Event Management in Value Streams
• 4.1.5: Recap: Key Learning Points

4.2: Monitoring and Event Management - Organizations and People      

• 4.2.1: Organization Structures and Teams
• 4.2.2: Recap: Key Learning Points

4.3: Monitoring and Event Management - Information and Technology      

• 4.3.1: Automation Tools
• 4.3.2: Recap: Key Learning Points

4.4: Monitoring and Event Management - Partners and Suppliers    

• 4.4.1: Partners and Suppliers
• 4.4.2: Recap: Key Learning Points

4.5: Monitoring and Event Management - Quiz        

• Time for a Quiz

5.0: Problem Management

• 5.1: The Purpose of the Problem Management Process
• 5.2: Practice Success Factors
• 5.3: Key Metrics
• 5.4: The Three Phases of Problem Management
• 5.5: Reactive and Proactive Problem Management
• 5.6: Key Concepts
• 5.7: Recap: Key Learning Points

5.1: Problem Management - Value Streams and Processes

• 5.1.1: The Proactive and Reactive Problem Identification Processes
• 5.1.2: The Problem Control Process
• 5.1.3: The Error Control Process
• 5.1.4: Problem Management in the Incident Resolution Value Stream
• 5.1.5: Recap: Key Learning Points

5.2: Problem Management - Organizations and People         

• 5.2.1: Core Problem Management Roles
• 5.2.2: Problem Management in an Organization Structure
• 5.2.3: Recap: Key Learning Points

5.3: Problem Management - Information and Technology    

• 5.3.1: Automation Tools
• 5.3.2: Recap: Key Learning Points

5.4: Problem Management - Partners and Suppliers

• 5.4.1: Partners and Suppliers
• 5.4.2: Recap: Key Learning Points

5.5: Problem Management Quiz      

• Time for a Quiz

6.0: Service Request Management 

• 6.1: The Purpose of the Service Request Management Practice
• 6.2: Key Concepts
• 6.3: Practice Success Factors
• 6.4: Key Metrics
• 6.5: Recap: Key Learning Points

6.1: Service Request Management - Value Streams and Processes   

• 6.1.1: The Service Request Fulfilment Control
• 6.1.2: The Service Request Review and Optimization Process
• 6.1.3: Service Request Fulfilment as a Service Value Stream
• 6.1.4: Recap: Key Learning Points

6.2: Service Request Management - Organizations and People         

• 6.2.1: Service Request Management Roles and Organization Structure
• 6.2.2: Recap: Key Learning Points

6.3: Service Request Management - Information and Technology     

• 6.3.1: Information Needed and Automation Tools
• 6.3.2: Recap: Key Learning Points

6.4: Service Request Management - Partners and Suppliers

• 6.4.1: Partners, Suppliers and SIAM
• 6.4.2: Recap: Key Learning Points

6.5: Service Request Management - Quiz    

• Time for a Quiz

7.0: Practice Capability Development           

• 7.1: The ITIL Maturity Model
• 7.2: Assessing a Practice Capability - Incident Management
• 7.3: Developing a Capability
• 7.4: Recap: Key Learning Points

7.1: Practice Capability Development - Quiz

• Time for a Quiz

8.0: What's Next     

• 8.1: Continuing Your Journey

Certification

The ITIL 4 Specialist:  Monitor, Support & Fulfil Certification is provided by PeopleCert.  This course & exam qualifies students for ITIL Recertification.  When you take and complete this course and pass the exam, all your previous ITIL Certifications will be recertified for 3-years.  You can recertify at anytime.  Even if your ITIL Certifications have lapsed.  All PeopleCert exams are provided online.  All PeopleCert exams are provided online.  

Exam Overview

• The Monitor, Support and Fulfill exam is a closed book exam
• It is 90 minutes in duration
• There are 60 multiple choice questions
• Passing score is 65% or 39 out of 60 correct answers
• This exam is available to be taken in English

Receiving Your Official PeopleCert Certification Exam

When you purchase the exam or course & exam package, we order your Exam Voucher Code from PeopleCert. This is a manual process. You will receive your Exam Voucher Code via email from [email protected] within 24 hours of placing your order Monday to Friday. Please check your SPAM folder and the email address you provided to us if you haven't received the email within this time.  The Exam Voucher Code is valid for 12 months.

How to Prepare to Pass Your Exam

Alll GogoTraining courses come with a Training Plan to help you master the material and prepare for your exam.  In addition, you will receive 2 AXELOS approved Sample Exams to test your knowledge, the official course syllabus, the official AXELOS Monitor, Support and Fulfill Publication (Digital Copy) and PeopleCert Course Support Materials.  Upon completing the course you will receive a Letter of Attendance from GogoTraining.  In order to receive the designation of ITIL Foundation Certified you will need to take and pass the PeopleCert ITIL 4 Foundation Exam.

How to Take an Online Proctored PeopleCert Exam

In order to take your exam you will need the following System Requirements:

• Windows® 11, Windows® 11S Windows® 10, Windows® 10S or macOS High Sierra (10.13) onwards
• Dual-core 2.4GHz CPU or faster with 4GB of RAM (minimum)
• Microsoft Edge, Google Chrome, Opera or Safari browser is installed (Latest version recommended). Other browsers are not compatible with our Web Based Exam Driver
• Active Full-Time/Broadband internet connection of at least 4Mbps
• 16-bit monitor (at least 15”) with screen resolution 1024 x 768 or higher
• Keyboard and mouse or another pointing device (keyboard to be set to English characters)
• A web camera (the web camera can be embedded in your computer or be external to the computer). Make sure you can rotate the web camera through a 360-degree rotation as you will be asked to do this on your exam day. Mobile phones cannot be used to take your exam or be used as a substitute for the web camera
• Speakers and microphone (Headsets are only allowed during exam onboarding)

For complete details, download the PeopleCert Online Exam Instructions under the Get Your Course Materials tab.

How to Upload Your Letter of Course Attendance on PeopleCert.org

Candidates may upload their Letter of Attendance through the Upload a Certificate option under the Certifications & Memberships tab of their PeopleCert account. 

Exam Extension

PeopleCert allows students to extend their exam 6 months for a fee.  Exam extensions must be purchased prior to the expiration date of your exam.  If you need an extension, Click Here, and let us know.  PeopleCert does not allow students to extend Take2 exam retakes.

PeopleCert Recertification Process

Starting 2023, all PeopleCert Global Best Practice certifications will need to be renewed after 3 years.  You only need 1 new ITIL course/certification to renew all your ITIL certifications.  The Practice Manager 1-day courses offer the most cost effective method to recertify and gain new skills.

PeopleCert Complaints Policy

This document sets out our complaints policy and procedure and is written for our:

• Accredited/Approved Organisations (AOs), our partners;
• trainees on courses at one of our partners;
• candidates in our PeopleCert business and IT exams; and
• all interested parties who receive a direct or indirect service from us related to our business and IT qualifications.

This document covers complaints that candidates, AOs or any interested parties may wish to make in relation to:

• PeopleCert partners;
• the exams and associated services offered by PeopleCert.

Please find the detailed policy here.

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