ITIL^® Version 5 Practice Manager Training
Monitor, Support & Fulfil

In ITIL Version 5 Practice Manager – Monitor, Support & Fulfil, you will acquire in-depth knowledge of how digital services can be reliably monitored, professionally supported, and structured in everyday operations. The training is consistently geared toward the practical work of modern service organizations and shows how stability, transparency, and service quality can be systematically ensured.

The training focuses on the practices of service desk, incident management, problem management, service request management, and monitoring & event management. Together, these practices form the foundation for stable, responsive, and user-oriented service operations.

You will learn how monitoring and event management can be used as a central control tool to identify the status of services at an early stage, highlight deviations, and enable informed decisions. This involves not only technical monitoring, but also a holistic understanding of service performance, availability, and quality throughout the digital product and service lifecycle.

Another focus is on effective support. You will develop a clear understanding of how the service desk is organized as a central point of contact and how incidents are structured and processed in order to quickly restore services. In addition, you will learn how problem management contributes to the sustainable analysis and permanent avoidance of recurring disruptions.

In the area of fulfillment, you will learn how to process service requests in a user-oriented, transparent, and efficient manner. The Practice Service Request Management shows how standardized services can be provided reliably without losing flexibility or quality, and how clear processes increase the satisfaction of users and departments.

In addition, the training course teaches how these operational practices interact effectively and are managed through clear roles, responsibilities, and results. You will learn how to make operational processes measurable, continuously improve them, and embed them in governance and transformation initiatives in a targeted manner.

After completing the training, you will be able to understand monitoring, support, and fulfillment as integral components of modern service organizations and effectively apply ITIL Version 5 in operational use. This will enable you to lay the foundation for stable services, satisfied users, and sustainable continuous improvement.

The ITIL Version 5 Practice Manager – Monitor, Support & Fulfil training course is aimed at specialists and managers who are responsible for stable services, reliable support, and the structured fulfillment of requirements in an operational environment. It is particularly aimed at people who are involved in the operation, monitoring, or support of digital services on a daily basis and who want to further develop these processes in a targeted manner.

The target audience includes employees from IT operations, service desks, support organizations, and operational service and product teams who are responsible for monitoring, incident handling, or service request fulfillment. Coordinators, team leaders, and roles with interface functions between IT and specialist departments also benefit from the training.

In addition, the training is suitable for anyone who uses ITIL Version 5 in their daily work and wants to make operational processes more transparent, efficient, and user-oriented. The training is particularly relevant for participants who want to ensure service quality, improve response times, and embed continuous improvement in their operations.

The prerequisite for this ITIL Practice Manager training course is successful completion of ITIL 4 or Version 5 Foundation.