ITIL® 4 Practice Manager - Monitor, Support & Fulfil (Exam included)

There are 34 management practices in ITIL® 4. They are defined as a set of organizational resources designed for performing work or accomplishing an objective, and they represent the most practical asset of the framework.
The practice courses are offered through both ‘individual’ and ‘combined’ approaches. The ‘individual’ approach is for candidates who want to acquire and develop their skills in a specific practice area; the ‘combined’ approach is for candidates aiming to establish a good cross-practice collaboration and effective service value streams.
The ITIL® 4 Monitor, Support and Fulfil combined practice module is for individuals aiming to gain understanding of the key concepts, principles, value and challenges of the following practices: Service Desk, Monitoring & Event Management, Incident Management, Service Request Management and Problem Management.

For each practice:

• Key concepts
• Practice success factors and key metrics
• Value streams and processes
• Organizations and people
• Information and technology
• Partners and suppliers
• ITIL maturity model, capability assessment and development
• Guiding principles and recommendations