ITIL® 4 Specialist: Monitor, Support and Fulfil + exam (2 attempts)

This module covers 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 best practice guidance at both strategic and operational levels to maximize value from the practices. The ITIL 4 Monitor, Support, and Fulfill 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, and ITIL 4 Problem Management Practice publications.

The ITIL® courses on this page are offered by ict-123.com ATO of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Limited. All rights reserved.

Prior to attending this course, participants should hold the ITIL® Foundation Certificate.

This course is for IT professionals who need to establish good cross-practice collaboration and effective service value streams.
This course is also for candidates taking the ITIL 4 Monitor, Support and Fulfill Practices qualification.

Incident Management

• 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 practice success

Service Desk

• 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 practice success

Service Request Management

• 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 practice success

Monitoring and Event Management (MEM)

• 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 practice success

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 practice success

Monitor, Support, and Fulfill

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

e-Learning / self-study
You will get access to the online platform of Peoplecert for a period of 12 months, which includes:

• Official eBook
• Exam Voucher - inclusive of proctor
• Learning Resource Kit 
• Interactive eLearning
• Auto-marked Sample Papers

The certification is valid for 3 years. After that, recertification is required.

• Without the possibility of using materials.
• 60 questions with a choice of options.
• 65% correct answers for passing the exam.
• Length 90 min (+20 min for candidates who do not have English as their mother tongue).

Are you nervous from exam? Don´t be, you have a second attempt of exam.
An interesting option is  the possibility of passing the certification exam again within 6 months of the first unsuccessful attempt. This second attempt is needed to order before the first attempt.

Exams are delivered only in Online proctoring format

• Candidates can take their exam securely at any time, from any place
• State-of-the-art PeopleCert in-house online proctoring technology
• Full exam management by PeopleCert (exam scheduling, candidate support, etc.)
• 24/7/365 availability to schedule exams
• Live proctors/invigilators for all exams offered
• Multi-language speaking proctors available
• Supported both in Windows and Mac OS

Accredited training materials from PeopleCert and supplementary materials.
An ebook is now included in the price of the exam.
The Core Guidance (eBook) contains the best practises, which helps the candidate to prepare for an exam.

• Define 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 practices in the organization’s value streams
• Understand 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