ITIL4 Specialist Monitor, Support and Fulfil Certification

• The key concepts of the practice
  1. Explain the purpose of the practice (MEM: 2.1)
  2. Describe the practice success factors (PSF) & key metrics of the practice (MEM: 2.4 including subsections, 2.5)
  3. Explain the key terms/concepts:
     1. Event
     2. Monitoring
     3. Types of monitoring
     4. Metric
     5. Threshold
     6. Alert
     7. Informational, Warning, and Exception events (MEM: 2.2, Figure 2.1, table 2.1)

• The key concepts of the practice
  1. Explain the purpose of the practice (PRM: 2.1)
  2. Describe the practice success factors (PSF) & key metrics of the practice (PRM: 2.4 including subsections, 2.5)
  3. Explain the key terms/concepts:
     1. Problem
     2. Known error
     3. Problem prioritization
     4. Reactive and proactive problem management
     5. Workaround
     6. Technical debt
     7. Problem model (PRM: 2.2, 2.2.1-2.2.4)

• Understand the processes and value streams of the Monitor, Support, and Fulfil practices
  1. Understand the role of the incident resolution service value stream in the organization’s service value system
  2. Understand the role of the request fulfilment service value stream in the organization’s service value system
  3. Know how the Monitor, Support, and Fulfil practices contribute to the incident resolution service value stream
  4. Know how the Monitor, Support, and Fulfil practices contribute to the request fulfilment service value stream
• How information and technology support and enable the practices
  1. Understand what information is exchanged between the Monitor, Support, and Fulfil practices in the context of the incident resolution and request fulfilment service value streams
• Recommendations for the Monitor, Support, and Fulfil practices success
  1. Understand the recommendations for the Monitor, Support, and Fulfil practices success and how they are supported by the ITIL guiding principles

If you are any of the following, then you are on the right track to pursue this certification:

• Interest in ITIL4
• Professional working experience

No, pre-requisite, but having educational knowledge in ITIL will be beneficial.

If you are registering for ITIL4 Specialist monitor, support and fulfil Certification, you may expect to be involved in fun activities that will help you put the theories into practice. We employ innovative approaches to wrack your grey matter and raise engagement enthusiasm

The key features of our training program would be:

• Storytelling-based training sessions
• Concept demonstration using professional examples
• Self-analysis and group conversations
• Case studies as the application of the ideas given
• Individual and group exercises, as well as live presentations
• Reading recommendations for after training

• Optimized Request Fulfillment: The certification course includes the fulfillment processes by ensuring that experts can handle service requests effectively. This optimization contributes to the smoother user experiance and enhanced service delivery.
• Information Technology Continuity Management: You will understand the principles of IT service continuity management that supports businesses to ensure the contunity of critical IT service at the time of disruptions.
• Strong Incident Handling Practices:This certification helps you to learn effective techniques for incident handling and resolution. It will lead to quicker response times, decreased downtime and enhanced overall incident management.
• Strategic ITSM Implementation: You will be equipped with the strategic implementation of IT service management practices within the business. This can lead to more effective and streamlined ITSM processes.

Who should go for ITIL V4 Foundation certification?

• Exam Format - Objective Type, Multiple Choice
• Exam Duration - 1 Hour
• No. of Questions - 40 (multiple-choice questions)
• Passing marks: 26 out of 40 (65%)
• Certificate - Within 5 business days
• Result - Immediately after the exam
• Closed book