Course
ITIL® 4 Practice Manager: Monitor, Support and Fulfil («ITMSF»)
Course facts
- Defining the key concepts, principles, value and challenges of these five management practices of ITIL® 4
- Ensuring stakeholders understand the strategic and operational requirements to create value together
- Integrating the practices into the organization's value streams
- Understanding the interfaces and synergies between these five practices
- Applying metrics and success factors to improve performance
- Measuring, evaluating, and evolving these practices using the ITIL® maturity model
1 Introduction to Monitor, Support and Fulfil Practices
2 Incident Management
- Purpose and key termsSuccess factors and associated metrics
- Value streams and processes
- Organization and people
- Information and technology
- Partners and suppliers
3 Service Desk
- Purpose and key terms
- Success factors and related metrics
- Value streams and processes
- Organization and people
- Information and technology
- Partners and suppliers
4 Monitoring and event management
- Purpose and key terms
- Success factors and related metrics
- Value streams and processes
- Organization and people
- Information and technology
- Partners and suppliers
5 Problem Management
- Purpose and key terms
- Success factors and related metrics
- Value streams and processes
- Organization and people
- Information and technology
- Partners and suppliers
6 Service Request Management
- Purpose and key terms
- Success factors and related metrics
- Value streams and processes
- Organization and people
- Information and technology
- Partners and suppliers
7 Practice Capability Development
The course content/learning objectives are based on the official syllabus.
Component of the following courses
The course requires an additional time commitment outside of class of at least 20 hours (reading the book and repetition/homework).
The course consists of three days of interactive training consisting of presentation and group exercises. Please reserve evenings during the training for repetition and/or minor homework. The preparation and completion of homework will contribute significantly to exam success.
This training is suitable for anyone who wants to get more practical know-how on operational ITIL® practices. This includes operational leaders and process managers.
The «ITIL® 4 Foundation» certificate is a prerequisite for this course. If you do not yet have this certificate, attend the following course:
The exam, course materials and official literature are available in English and German.
You will receive a voucher for the online exam via email from PeopleCert a few days before the course starts. The exam voucher must be redeemed directly with PeopleCert, where you can register for an available exam date. The online exam is proctored by a PeopleCert proctor, which requires a device with a microphone and camera. We recommend taking the exam on a private PC/notebook, as company notebooks are often subject to certain restrictions.
For more information about the exam, please visit the PeopleCert website here.
Format: Closed book, multiple-choice exam questions, number of questions: 60, pass rate: 65% (39 points out of 60), duration: 90 minutes, no aids allowed
If you also successfully pass the course ITIL® 4 Create, Deliver and Support, you will receive the certificate «ITIL® 4 Practice Manager».
Under this link you will find more information about the complaint management of our certification partner and your rights.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.