Course Duration
3 Days
ITIL
Authorized Training
ITIL and Service Management
Course cost:
was £2,760
£1,625
ITIL and Service Management Certification Overview
This course is part of the ITIL® 4 and ITIL® 5 Practice Manager pathway and is designed to equip professionals with a deep understanding of five essential ITIL practices that underpin efficient and effective service operations: Service Desk, Incident Management, Service Request Management, Monitoring and Event Management, and Problem Management.
Delivered over three days, the course blends instructor-led learning with hands-on activities to explore how these practices can be embedded into service value streams. Learners will understand how to measure maturity, integrate practices strategically and operationally, and foster cross-practice collaboration for optimal service delivery. The course also prepares learners for the associated PeopleCert exam.
Newto Training Reviews
What Our Happy Alumni Say About Us
I had absolutely no experience in this field, but Newto Training recognised my potential and supported me every step of the way. The real-life scenarios were invaluable in making me job-ready.
The tutors at Newto are consistently patient, clear and more than willing to help. I couldn't have asked for a better learning environment.
From day one I felt welcomed and supported. The live sessions were interactive and the resources well thought-out. I passed my exam on the first attempt thanks to them.
I was nervous about switching careers but the practical approach and continual 1-to-1 support gave me the confidence I needed to succeed."
The training material was excellent, and the instructors really brought the subject to life with hands-on lab work. I feel fully prepared for the workplace."
What impressed me most was the flexibility and responsiveness of the support team. Whenever I had a question, they were there even outside of normal hours.
The course structure was superb. A great mix of theory and practice delivered at a pace that made sense even for beginners. Highly recommended.
Switching into IT felt overwhelming, but Newto Training made the journey manageable and quite enjoyable. Their coaching style is top class.
I particularly appreciated the way complex topics were broken down into manageable chunks, and the tutor actively encouraged questions at every stage.
The live-taught interactive classes set Newto apart from other providers. It wasn't just video-based learning and the real engagement made all the difference.
The cyber course exceeded my expectations. They've been on hand for everything and are constantly in touch with me
The resources provided were spot on and the teaching style made everything easy to understand. I particularly appreciated the extra help offered when needed.
Enrolling with Newto was one of the best decisions I've made. The job-readiness focus, strong teaching and excellent support all stood out.
I completed my SQL course and now feel confident in my skills. The real-world examples and supportive tutors made it all click.
I've just passed my AZ-900 exam thanks to the support received from Ken in the boot camp and his exam preparation sessions.
I've gained a qualification and the confidence to use it in real-world scenarios.
Their commitment to student success is obvious from the personalised guidance to the quality of delivery. I'd recommend them without hesitation.
Every tutor I encountered was professional, encouraging and keen to see me succeed. That personal touch made a big difference.
I'm now in a role I once thought was out of reach, thank you to the all the team
The bootcamps were excellent, we were given practical projects to complete and I feel so much more confident with my coding skills
I had absolutely no experience in this field, but Newto Training recognised my potential and supported me every step of the way. The real-life scenarios were invaluable in making me job-ready.
The tutors at Newto are consistently patient, clear and more than willing to help. I couldn't have asked for a better learning environment.
From day one I felt welcomed and supported. The live sessions were interactive and the resources well thought-out. I passed my exam on the first attempt thanks to them.
I was nervous about switching careers but the practical approach and continual 1-to-1 support gave me the confidence I needed to succeed."
The training material was excellent, and the instructors really brought the subject to life with hands-on lab work. I feel fully prepared for the workplace."
What impressed me most was the flexibility and responsiveness of the support team. Whenever I had a question, they were there even outside of normal hours.
The course structure was superb. A great mix of theory and practice delivered at a pace that made sense even for beginners. Highly recommended.
Switching into IT felt overwhelming, but Newto Training made the journey manageable and quite enjoyable. Their coaching style is top class.
I particularly appreciated the way complex topics were broken down into manageable chunks, and the tutor actively encouraged questions at every stage.
The live-taught interactive classes set Newto apart from other providers. It wasn't just video-based learning and the real engagement made all the difference.
I had absolutely no experience in this field, but Newto Training recognised my potential and supported me every step of the way. The real-life scenarios were invaluable in making me job-ready.
The tutors at Newto are consistently patient, clear and more than willing to help. I couldn't have asked for a better learning environment.
From day one I felt welcomed and supported. The live sessions were interactive and the resources well thought-out. I passed my exam on the first attempt thanks to them.
I was nervous about switching careers but the practical approach and continual 1-to-1 support gave me the confidence I needed to succeed."
The training material was excellent, and the instructors really brought the subject to life with hands-on lab work. I feel fully prepared for the workplace."
What impressed me most was the flexibility and responsiveness of the support team. Whenever I had a question, they were there even outside of normal hours.
The course structure was superb. A great mix of theory and practice delivered at a pace that made sense even for beginners. Highly recommended.
Switching into IT felt overwhelming, but Newto Training made the journey manageable and quite enjoyable. Their coaching style is top class.
I particularly appreciated the way complex topics were broken down into manageable chunks, and the tutor actively encouraged questions at every stage.
The live-taught interactive classes set Newto apart from other providers. It wasn't just video-based learning and the real engagement made all the difference.
The cyber course exceeded my expectations. They've been on hand for everything and are constantly in touch with me
The resources provided were spot on and the teaching style made everything easy to understand. I particularly appreciated the extra help offered when needed.
Enrolling with Newto was one of the best decisions I've made. The job-readiness focus, strong teaching and excellent support all stood out.
I completed my SQL course and now feel confident in my skills. The real-world examples and supportive tutors made it all click.
I've just passed my AZ-900 exam thanks to the support received from Ken in the boot camp and his exam preparation sessions.
I've gained a qualification and the confidence to use it in real-world scenarios.
Their commitment to student success is obvious from the personalised guidance to the quality of delivery. I'd recommend them without hesitation.
Every tutor I encountered was professional, encouraging and keen to see me succeed. That personal touch made a big difference.
I'm now in a role I once thought was out of reach, thank you to the all the team
The bootcamps were excellent, we were given practical projects to complete and I feel so much more confident with my coding skills
The cyber course exceeded my expectations. They've been on hand for everything and are constantly in touch with me
The resources provided were spot on and the teaching style made everything easy to understand. I particularly appreciated the extra help offered when needed.
Enrolling with Newto was one of the best decisions I've made. The job-readiness focus, strong teaching and excellent support all stood out.
I completed my SQL course and now feel confident in my skills. The real-world examples and supportive tutors made it all click.
I've just passed my AZ-900 exam thanks to the support received from Ken in the boot camp and his exam preparation sessions.
I've gained a qualification and the confidence to use it in real-world scenarios.
Their commitment to student success is obvious from the personalised guidance to the quality of delivery. I'd recommend them without hesitation.
Every tutor I encountered was professional, encouraging and keen to see me succeed. That personal touch made a big difference.
I'm now in a role I once thought was out of reach, thank you to the all the team
The bootcamps were excellent, we were given practical projects to complete and I feel so much more confident with my coding skills
Prerequisites
Learners must hold an ITIL® 4 Foundation or ITIL® v3 Foundation certification. A basic understanding of service value systems and value streams, as introduced in the ITIL Foundation, is also expected.
Target audience
This course is ideal for individuals working in operational IT service roles or those responsible for managing, supporting, and improving IT services, including:
- IT service desk managers and team leaders
- Incident and problem managers
- Service support staff and request fulfilment teams
- Monitoring analysts and event coordinators
- IT operations professionals seeking structured ways to enhance service reliability
- Professionals seeking to improve operational excellence through mature ITIL practices
Learning Objectives
By the end of this course, learners will be able to:
- Define the scope, purpose, and strategic value of the five key ITIL practices covered
- Integrate practices within service value streams to enhance service performance
- Identify key roles, technologies, and supplier engagements across practices
- Apply practice-specific metrics and success factors to evaluate performance
- Use the ITIL Maturity Model to assess and develop practice capability
- Understand how these practices interface and collaborate to deliver business value
- Apply ITIL guidance to real-world operational challenges and service fulfilment scenarios
ITIL(R) 4 Specialist: Monitor, Support and Fulfil Course Content
Foundations and capability maturity
- Brief review of service value systems and value streams
- Introduction to the ITIL capability model for assessing practice maturity
Service desk
- Scope, responsibilities, and key roles of the service desk
- Enabling customer engagement and communication
- Use of knowledge management and automation
- Technologies and tools to support service desk operations
Incident management
- Identifying, logging, categorising, and prioritising incidents
- Restoring service operations swiftly and effectively
- Metrics and SLAs used in incident response
- Coordination with other practices to resolve incidents
Service request management
- Differentiating service requests from incidents
- Managing user expectations and delivering standard services
- Automating request fulfilment and self-service options
- Integration with service catalogues and support systems
Monitoring and event management
- Monitoring services and infrastructure to detect early warnings
- Event classification, correlation, and response procedures
- Using monitoring tools to ensure service availability and reliability
- Interfaces with incident and problem management
Problem management
- Identifying root causes and preventing recurrence of incidents
- Analysis and diagnosis techniques
- Designing workarounds and permanent solutions
- Collaboration across practices to reduce overall incident volume
Practice integration and real-world application
- Synergies across the five practices
- Applying maturity models to evaluate and improve each practice
- Cross-practice exercises to align operational activities with business goals
Exams and assessments
This course includes a formal certification exam:
- 60 multiple-choice questions
- 90 minutes duration
- Closed book
- Pass mark: 39 out of 60 (65%)
- Online exam booked post-course and proctored virtually by PeopleCert
From 2023, all PeopleCert Global Best Practice certifications must be renewed every three years.
Hands-on learning
Learners will engage in collaborative activities and scenario-based exercises that simulate real IT service environments. These include:
- Role-based exercises to understand operational dynamics
- Group discussions to evaluate practice maturity
- Practical application of monitoring tools and request workflows
- Case studies to explore cross-practice collaboration and improvements
ITIL(R) 4 Specialist: Monitor, Support and Fulfil Dates
Next 4 available training dates for this course
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VIRTUAL
QA On-Line Virtual Centre
3 DAYS
|
ALL DAY
Wed 13 May 2026
AVAILABLE
was £2,760
£1,625
OFFER!
BOOK NOW
VIRTUAL
QA On-Line Virtual Centre
3 DAYS
|
ALL DAY
Wed 26 Aug 2026
AVAILABLE
was £2,760
£1,625
OFFER!
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CLASSROOM
QA London International House Centre E1W
3 DAYS
|
ALL DAY
Wed 09 Sep 2026
AVAILABLE
was £2,760
£1,625
OFFER!
BOOK NOW
VIRTUAL
QA On-Line Virtual Centre
3 DAYS
|
ALL DAY
Tue 06 Oct 2026
AVAILABLE
was £2,760
£1,625
Advance Your Career with ITIL(R) 4 Specialist: Monitor, Support and Fulfil
Gain the skills you need to succeed. Enrol in ITIL(R) 4 Specialist: Monitor, Support and Fulfil with Newto Training today.
