PeopleCert ITIL® 4 Specialist: Monitor, Support, Fulfil Certification Course Including Official Exam
 
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.

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.

Target Audience
IT Specialist: Operations
IT Manager: Operations
IT Service Manager

Course Prerequisites
The candidate must have passed the ITIL® 4 Foundation examination.

Test Certification
Upon passing the ITIL® 4 Specialist: Monitor, Support, Fulfil exam, you’ll receive the official certification.

Exam Overview
Material allowed: None. This is a ‘closed book’ exam. The ITIL 4 Incident Management Practice, ITIL 4 Service Desk Practice, ITIL 4 Service Request Management Practice, ITIL 4 Monitoring and Event Management Practice, ITIL 4 Problem Management Practice publications should be used for study but is NOT permitted to be used in the exam.
Exam duration: 90 minutes. Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 113 minutes in total.
Number of marks: 60 marks. There are 60 questions, each worth 1 mark. There is no negative marking.
Pass mark: 39 marks. You need to answer 39 questions correctly (65%) to pass the exam.
Level of thinking: Bloom’s levels 2 & 3.
“Bloom’s level” describes the type of thinking needed to answer the question.
For Bloom’s 2 questions, you need to show understanding of the concepts, methods and principles of the ITIL® 4 Specialist: Monitor, Support, Fulfil practices module.
For Bloom’s 3 questions, you need to demonstrate application of these concepts, methods and principles of the ITIL® 4 Specialist: Monitor, Support, Fulfil practices module.
Question types: Standard, Missing word, Negative, & List. The questions are all ‘multiple choice’.
For the ‘standard’ questions, you have a question and four answer options.
‘Negative’ questions are ‘standard’ questions in which the stem is negatively worded.
For the ‘missing word’ questions, there is a sentence with a word missing and you have to select the missing word from four options.
For the ‘list’ questions, there is a list of four statements and you have to select two correct statements from the list.
 
The exam is available in:
Brazilian Portuguese
Chinese
English
French
German
Italian
Japanese
Polish
Spanish

Package Includes:
PeopleCert Official Training Materials (OTM)
The ITIL 4 Incident Management Practice, ITIL 4 Service Desk Practice, ITIL 4 Service Request Management Practice, ITIL 4 Monitoring and Event Management Practice, ITIL 4 Problem Management Practice publications eBook
Sample exam papers and rationales
Official PeopleCert ITIL® 4 Specialist: Monitor, Support, Fulfil Exam Voucher (valid for 12 months)