ITIL® 4 Specialist: Monitor, Support, and Fulfil Training Course

ITIL® 4 Specialist: Monitor, Support, and Fulfil Training Course Outline

Module 1: Understand the Key Concepts of Service Management 

• Recall the Definition Of: 

• Service 

• Utility 

• Warranty 

• Customer 

• User 

• Service Management 

• Sponsor 

• Describe the Key Concepts of Creating Value with Services: 

• Cost 

• Value 

• Organisation 

• Outcome 

• Output 

• Risk 

• Utility 

• Warranty 

• Describe the Key Concepts of Service Relationships: 

• Service Offering 

• Service Relationship Management 

• Service Provision 

• Service Consumption 
   

Module 2: How the ITIL Guiding Principles Can Help an Organisation Adopt and Adapt Service Management 

• Describe the Nature, Use and Interaction of The Guiding Principles 

• Explain the Use of The Guiding Principles: 

• Focus on Value 

• Start Where You Are 

• Progress Iteratively with Feedback 

• Collaborate and Promote Visibility 

• Think and Work Holistically 

• Keep It Simple and Practical 

• Optimise and Automate 
   

Module 3: Four Dimensions of Service Management 

• Four Dimensions of Service Management: 

• Organisations and People 

• Information and Technology 

• Partners and Suppliers 

• Value Streams and Processes 
   

Module 4: Understand the Purpose and Components of The ITIL Service Value System 

• Describe the ITIL Service Value System 
   

Module 5: Understand the Activities of The Service Value Chain and How They Interconnect 

• Interconnected Nature of The Service Value Chain and How This Supports Value Streams 

• Describe the Purpose of Each Value Chain Activity: 

• Plan 

• Improve 

• Engage 

• Design and Transition 

• Obtain and Build 

• Deliver and Support 
   

Module 6: Know the Purpose and Key Terms Of 15 ITIL Practices 

• Recall the Purpose of The Following ITIL Practices: 

• Information Security Management 

• Relationship Management 

• Supplier Management 

• IT Asset Management 

• Monitoring and Event Management 

• Release Management 

• Service Configuration Management 

• Deployment Management 

• Continual Improvement 

• Change Enablement 

• Incident Management 

• Problem Management 

• Service Request Management 

• Service Desk 

• Service Level Management 

• Recall Definitions of the Following ITIL Terms: 

• IT Asset 

• Event 

• Configuration Item 

• Change 

• Incident 

• Problem 

• Known Error 
   

Module 7: Understand 7 ITIL Practices 

• Following ITIL Practices in Detail, Excluding How They Fit Within the Service Value Chain: 

• Continual Improvement: 

• Continual Improvement Model 

• Change Enablement 

• Incident Management 

• Problem Management 

• Service Request Management 

• Service Desk 

• Service Level Management 

What You’ll Learn in this Course

This course guides you through the essential practices of monitoring, supporting, and fulfilling IT services within the ITIL® 4 framework. Each section builds practical knowledge and confidence to manage service operations effectively and deliver consistent value to users. 
 

• Learn the core practices for handling incidents, service requests, and user support 

• Learn how to monitor services to ensure performance and reliability 

• Learn to manage operational risks and service disruptions efficiently 

• Learn to apply ITIL® methods across various IT environments 

• Learn to coordinate fulfilment activities with service value streams 

• Learn how to improve user satisfaction through responsive service delivery 

ITIL® 4 Specialist: Monitor, Support, and Fulfil Exam Information 

The ITIL® 4 Specialist: Monitor, Support, and Fulfil Exam assesses candidates’ ability to apply ITIL® 4 practices in monitoring services, supporting users, and fulfilling service requests. It focuses on implementing best practices to improve service performance and ensure efficient, user-centred support. 
 

• Question Type: Multiple Choice 

• Total Questions: 60 

• Total Marks: 60 

• Pass Mark: 65% (39/60) 

• Duration: 90 minutes 

• Open Book: Closed Book