ITIL 5 Monitor, Support and Fulfill

• IT specialists and operations managers responsible for the day-to-day running of IT services, incident resolution, and service request fulfilment.
• Service desk staff, incident specialists, and IT analysts who want to deepen their knowledge and acquire a structured approach to operational support.
• Process owners and IT service managers looking for a comprehensive framework for managing and optimising operational ITIL practices.
• IT professionals who want to extend their qualifications with a practice-focused certification in monitoring, support, and service fulfilment.
• Holders of ITIL Foundation (any version) who are building their path towards the ITIL 5 Practice Manager designation.

• Key Concepts of Five ITIL Practices: Understand the purpose and core concepts of Incident Management, Service Desk, Service Request Management, Monitoring and Event Management, and Problem Management, and how they interconnect within the value stream.
• Practice Success Factors (PSF) and Metrics: Learn to work with practice success factors and key metrics for evaluating the effectiveness and maturity of the MSF practices in achieving service excellence.
• Processes and Key Activities: Explore the processes of each practice and learn how to integrate them into the organisation's value stream to ensure seamless monitoring, robust support, and efficient fulfilment of IT services.
• Roles and Competencies: Understand the key roles within the MSF practices and learn how to position them effectively within the organisational structure, including developing the necessary competencies.
• Information, Technology, Partners, and Suppliers: Discover how technology and collaboration with external partners support and enable effective monitoring, support, and service fulfilment.
• ITIL Capability Model: Learn how capability criteria support practice development in alignment with industry best practices and organisational requirements.

• Incident Management: Purpose, key concepts, processes, and activities for effectively managing and resolving incidents with minimal impact on IT services.
• Service Desk: The role of the service desk as the single point of contact for users, key activities, tools, and performance metrics.
• Service Request Management: Processes for handling service requests, including categorisation, prioritisation, and fulfilment in line with agreed service levels.
• Monitoring and Event Management: Methods for monitoring the IT environment, detecting and classifying events, and escalating them to related practices.
• Problem Management: Identifying and managing the root causes of incidents, managing known errors and workarounds, and applying both proactive and reactive approaches to problem resolution.
• Integration of Practices into the Value Stream: How to connect all five practices to ensure consistent and efficient IT service operations.
• Technology and Tools for MSF: Overview of tools and systems supporting monitoring, helpdesk operations, and problem management.

• Course duration: 3 days (classroom or online with a live instructor).
• Prerequisites: ITIL Foundation (any version) or ITIL 4 Managing Professional certificate. Completion of accredited training is required.
• Exam: Closed-book, online via PeopleCert, 90 minutes, 60 multiple-choice questions, passing score 65%.
• Language of instruction: English. Official study materials are in English.
• Certificate: PeopleCert ITIL 5 Specialist: Monitor, Support and Fulfill, internationally recognised, renewal every 3 years (60 CPD points).
• Accreditation: Course delivered by an Accredited Training Organisation (ATO) Agilist s.r.o. certified by PeopleCert.

• ITIL 5 Monitor, Support and Fulfill is one of three specialist modules leading to the ITIL 5 Practice Manager designation. The other modules are ITIL 5 Plan, Implement and Control and ITIL 5 Collaborate, Assure and Improve, only one of the three is required to qualify.
• Successful completion of the ITIL 5 Transformation module is also required to be awarded the ITIL 5 Practice Manager designation.
• The ITIL 5 Practice Manager designation demonstrates advanced expertise in the operational management of ITIL practices and is a recognised proof of hands-on competence in IT service management.

Previous courses

ITIL 5 Foundation Bridge [ITIL5FBR]

ITIL 5 Foundation [ITIL5FPT]

Next courses

ITIL 5 Transformation [ITIL5TFM]

Related courses

ITIL 5 Collaborate, Assure and Improve [ITIL5CAI]

ITIL 5 Plan, Implement and Control [ITIL5PIC]

Alernative courses

ITIL 5 Service [ITIL5SVC]

ITIL 5 Experience [ITIL5EXP]

ITIL 5 Product [ITIL5PROD]