Pre-order ITIL Foundation (Version 5) with a discount!
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+71k students
Package:
All-Inclusive Certification Bundle
Video Modules, Study Guides and Mock exams + Voucher for the official exam
Package:
All-Inclusive Certification Bundle
Video Modules, Study Guides and Mock exams + Voucher for the official exam
🔒 Optional: Take2 Re-sit & Membership available in the next step.
About the course
The combined practice module (track – bundle) for ITIL 4 Specialist: Monitor, Support and Fulfil is aimed at IT professionals seeking to establish good collaboration across practices and effective service value streams. Professionals can demonstrate their understanding and application of the concepts covered in the five ITIL Management Practices at strategic and operational levels, maximizing the value of these practices. This track includes the following training courses:
This course will help you to:
Who Should Attend
This course was developed for professionals who wish to demonstrate their understanding and application of the concepts covered in the 5 ITIL 4 management practices: Incident Management, Problem Management, Monitoring and Event Management, Service Request Management, and Service Desk.
The target audience for this qualification is:
Certification & Exam
This course includes the PeopleCert Exam in Portuguese. As mandated by Axelos, the course cannot be sold separately. The Retake (retest) must be purchased after acquiring the course + exam. With the retake, you guarantee a second chance in case of failure. Access our FAQ for more details: https://support.pmgacademy.com/kb/if-i-fail-the-exam-can-i-take-it-again-2nd-chance-or-retake/
Exam format:
Prerequisites for the Axelos/PeopleCert exam:
The candidate must complete an official course with an accredited company (ATO – Accredited Training Organization) led by an accredited trainer.
About Instructor
15 years of excellence in training with over 71,000 successful students.
Adriano is an ITIL Master, consultant, and author of 6 books, bringing 25 years of experience and more than 50 certifications in IT Management, Security, and Governance. As the leader of
the largest ITSM and DPSM community (+220k subscribers on YouTube), he combines his MBA from FGV—one of the world’s top-tier business schools—with a specialization in Neuroscience
to mentor a global network of over 71,000 students. His mission is clear: to demystify complex management and transform technical knowledge into tangible value and market impact.
Contents
0.1 Presentation
0.2 Introduction
0.3 Introduction to MSF Practices
1.1 Introduction to Incident Management
1.2 CSFs and Metrics
1.3 Practice Processes
1.4 Practice Value Stream
1.5 Competencies
1.6 Organizational Structure
1.7 Information
1.8 Automation
1.9 Partners and Suppliers
1.10 Capabilities
1.11 Guiding Principles
1.12 Quiz
2.1 Introduction to Service Desk
2.2 User Query Handling
2.3 Communication with Users
2.4 Service Desk Optimization
2.4 Service Desk in Service Value Streams
2.5 People
2.6 Organization
2.7 Information and Technology
2.8 Activity
2.9 Recommendations
2.10 Partners and Suppliers
2.11 Service Desk Capabilities
2.12 Guiding Principles
2.13 Quiz
3.1 Purpose of Monitoring and Event Management
3.2 Practice Success Factor and Monitoring Metrics
3.3 Alerts and Events
3.4 Monitoring Planning Process
3.5 Event Handling Process
3.6 Monitoring and Event Management Review
3.7 Value Streams
3.8 The Competency Model
3.9 Organizational Structures and Teams
3.10 Information and Technology
3.11 Activities
3.12 Recommendations
3.13 Partners and Suppliers
3.14 Monitoring and Event Management Capabilities
3.15 Guiding Principles
3.16 Quiz
4.1 Introduction to Problem Management
4.2 Phases of Problem Management
4.3 Problem Models
4.4 Processes
4.5 Value Stream
4.6 People
4.7 Organizations
4.8 Automation
4.9 Activities
4.10 Recommendations
4.11 Partners and Suppliers
4.12 Problem Management Capabilities
4.13 Guiding Principles
4.14 Quiz
5.1 Key Concepts of Service Request Management
5.3 Scope of Service Request Management
5.4 Practice Success Factors and Metrics
5.5 Practice Processes
5.6 Service Request Fulfilment Value Stream
5.7 Analyzing a Value Stream
5.8 The Competency Model
5.9 Organizational Structures and Teams
5.10 Information and Technology
5.11 Activities
5.12 Recommendations
5.13 Partners and Suppliers
5.14 Service Request Capabilities
5.15 Guiding Principles
5.16 Quiz
6.1 Developing Practice Capability
6.2 – About the Exam
Support & Contact
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Common questions
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Reviews
The ITIL Foundation training course is of extreme importance for every technology professional; it is mandatory knowledge for anyone who truly wants to understand the field. Instructor Adriano is excellent and shares numerous examples from his professional career. Congratulations to the entire team for this incredibly rich content.
The course content is excellent, and the instructor demonstrates complete mastery of the subject, which instills a lot of confidence during the explanations. The content load is intense and, at times, quite dense—which makes the classes a bit demanding.
A suggestion would be to split the lessons into smaller blocks to facilitate assimilation. I also felt the lack of more practical examples connecting the concepts to day-to-day reality. Furthermore, including interactive dynamics or exercises throughout the lessons (beyond just the final quizzes) could make the experience lighter and more engaging.
Overall, it is a course very rich in content that contributes significantly to anyone wanting to understand the foundation of ITIL 4.
There is a lot of content, but Instructor Adriano makes it look simple with impressive ease! I feel much more confident applying what I've learned to the exam and my daily work!
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