ITIL 5 Practice Manager Training
, Monitor, Support & Fulfill

In the ITIL Version 5 Practice Manager – Monitor, Support & Fulfill course, you will gain in-depth knowledge of how digital services are reliably monitored, professionally supported, and systematically delivered in day-to-day operations. The training is consistently aligned with the practical realities of modern service organizations and demonstrates how stability, transparency, and service quality can be systematically ensured.

The training focuses on the following practices: 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 are used as key control tools to identify the status of services at an early stage, highlight deviations, and enable informed decision-making. 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 key 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 handled in a structured manner to quickly restore service availability. In addition, you will learn how problem management helps analyze recurring issues in a sustainable way and prevent them from recurring in the long term.

In the Fulfillment section, you’ll learn how to process service requests in a user-focused, transparent, and efficient manner. The Service Request Management practice demonstrates how standardized services can be reliably delivered without sacrificing flexibility or quality, and how clear processes increase satisfaction among users and business units.

In addition, the training explains how these operational practices work together effectively and are guided by clearly defined roles, responsibilities, and outcomes. You will learn how to make operational processes measurable, continuously improve them, and integrate them strategically into governance and transformation initiatives.

Upon completion of 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 day-to-day operations. This will lay the foundation for stable services, satisfied users, and sustainable continuous improvement.

The ITIL Version 5 Practice Manager – Monitor, Support & Fulfil training course is designed for 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 individuals who are involved in the day-to-day operation, monitoring, or support of digital services and who wish to further develop these processes in a targeted manner.

The target audience includes employees from IT operations, the service desk, support organizations, and operational service and product teams who are responsible for monitoring, incident handling, or service request fulfillment. Coordinators, team leaders, and those in roles that serve as liaisons between IT and business units will also benefit from this training.

In addition, this training is suitable for anyone who applies ITIL Version 5 in their day-to-day 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 day-to-day operations.

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