ITIL 4 Specialist: Monitor, Support, Fulfil

A combined module that covers the key concepts of 5 ITIL Practices: Incident Management, Service Desk, Service Request Management, Monitoring and Event Management and Problem Management.

Industry-recognised
certification

Showcase your ability to excel in essential IT service management, and to handle critical tasks in the field.

Employers'
first choice

Certify your expertise in managing IT services, making you the preferred choice for roles in IT service management and support.

New career
opportunities

Advance your career in IT with an ITIL certification, opening doors to new roles and cutting-edge opportunities in the evolving tech landscape.

At a glance

What will you learn?

Key concepts

Understand the purpose and key concepts of the Monitor, Support, and Fulfil practices, elucidating their importance in maintaining, supporting, and delivering IT services effectively.

Practice success factors

Learn about practice success factors (PSF) and key practice metrics, essential for evaluating the effectiveness and maturity of the Monitor, Support, and Fulfil practices in achieving service excellence.

Practice processes

Explore processes, including key activities, and learn how to integrate them into your organisation's value stream to ensure seamless monitoring, robust support, and efficient fulfilment of IT services.

Roles and competencies

Focus on key roles within the Monitor, Support, and Fulfil practices, and understand how to position the practices effectively within your organisation. Develop the necessary competencies for monitoring services, providing support, and fulfilling service requests.

Information and technology

See how Information and Technology can support and enable the Monitor, Support, and Fulfil practices to deliver improvements, providing tools and systems for effective monitoring, support, and fulfilment operations.

Partners and suppliers

Explore the role of partners and suppliers in the Monitor, Support, and Fulfil practices, understanding how to collaborate effectively to enhance service monitoring, support, and fulfilment processes.

The ITIL Capability model

Discover how the capability criteria support the practices' capability development, ensuring alignment with industry best practices and organisational requirements for effective monitoring, support, and fulfilment.

Practice success

Learn strategies for succeeding with the Monitor, Support, and Fulfil practices and understand how they are supported by the ITIL guiding principles, ensuring the establishment of efficient and effective IT service management practices to achieve business goals.

What skills will you acquire?

Strategy

Understand how to formulate strategic goals and adopt the courses of action and allocation of resources into tactical and operational plans.

Customer service

Expand your understanding of customer service portals and other software. Acquire skills to identify customer expectations and deliver desired value.

Problem management

Learn how to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.

Popular among professionals who have advanced to roles such as:

IT Specialist: Operations

IT Manager: Operations

IT Service Manager

Trusted by companies worldwide

eLearning

Discover our ITIL 4 Specialist: Monitor, Support and Fullfil

Interactive

Self-paced

Device-friendly

12 hour content

Mobile-optimised

Practical exercises

Summary

Bite-sized learning modules

Make the best of our eLearning option through concise, easily digestible sessions. Perfect for busy schedules, these bite-sized modules make learning both manageable and enjoyable.

Interactive & engaging content

Dive into an interactive environment filled with multimedia elements, quizzes and activities that make your journey through the course engaging and enriching.

Self-directed learning

Take charge of your education. This self-directed learning format lets you choose your focus areas, enabling you to tailor your educational journey to your personal goals.

Learn at your own speed

Take advantage of closed captioning and adjustable player settings to pace yourself and enjoy an effective learning experience.

Progress tracking

Stay on top of your learning with real-time progress tracking. Knowledge checks help deepen your understanding and ensure that you grasp the material as you progress.

Structured learning objectives

Each module includes a detailed learning checklist that takes you through the course structure and ensures you cover all key topics.

Canvas integration

Delivered via the Canvas Learning Management System, this course offers a user-friendly learning experience

Embedded ITIL glossary

Access the Official ITIL 4 glossary anytime, as it has been included into the course. This handy resource is a valuable tool for quick reference and to deepen your knowledge of ITIL 4 terminology.

Learning Resource Kit

Expertly Crafted Content

Course materials were created by the same experts who developed the textbooks and exams for each certification programme, ensuring that the content is accurate, comprehensive and directly aligned with requirements.

Up-to-Date and Reliable

Rest assured, all your study materials are always current and in sync with the official exams.

Accessible Learning

The materials are easily accessible through our online learning management system, and you can download and keep the resources for future reference, even after passing your exams.

Diverse Learning Resources

Designed for self-directed independent study, our Learning Resource Kit supports a range of learning preferences, including workbooks for in-depth study and Quick Reference Guide.

Exam

60 questions

Multiple choice

90 minutes

Closed book

Minimum required score to pass: 65%

The exam is available in:

Brazilian Portuguese

Chinese

English

French

German

Italian

Japanese

Polish

Spanish

Exam essentials

Official eBook

This guide is a valuable exam preparation resource which will be your go to reference for your work, further studies or professional development.

Interactive eLearning

Immerse yourself into our exciting interactive experience and learn through quizzes and tests. Track your progress, stay engaged and ensure that every step of your learning journey is both enjoyable and effective.

Exam retake

Take your exams stress-free, knowing that you'll get a second chance at the exam if you don't get a satisfactory result on your first try.

Learning Resource Kit

Learn with the Official ITIL 4 Specialist: Monitor, Support, Fulfil Training Materials, which include a detailed Learner Workbook and Quick Reference Guide to support exam preparation and continuous learning.

Official Mock Exam

Closely aligned with the official certification exam, these practice tests are an invaluable tool to boost your confidence. Mock exams replicate the actual test environment, provide a realistic and engaging experience and increase your prospects of success in the real exam.

Keep your certification current

Stay up to date with PeopleCert Membership

Becoming a PeopleCert Plus member is the simplest way to keep your certification(s) current. Remain certified by logging Continuous Professional Development points for everyday professional activities, stay up to date on industry trends, sharpen your skills, and set yourself apart on the job market.

Make the most of our complete product suites

You also have the option to keep your certifications current by enrolling in a different course from the same Product Suite and successfully completing the given exam before your renewal date. Dive into our wealth of resources, including insights into emerging trends and best practices, to build expertise and stay ahead.