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ITIL® 4 Specialist: Monitor, Support and Fulfil - Including Exam

  • Course Code ITIL4P-MSF
  • Duration 3 days

Course Delivery

Virtual Learning Price

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Course Delivery

This course is available in the following formats:

  • Company Event

    Event at company

  • Public Classroom

    Traditional Classroom Learning

  • Virtual Learning

    Learning that is virtual

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Course Overview

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This 3-day course compiles for the candidates the understanding of the key concepts, principles, value and challenges of ITIL 4’s five management practices, namely, the ITIL 4 Incident Management Practice, the ITIL 4 Service Desk Practice, the ITIL 4 Service Request Management Practice, the ITIL 4 Monitoring and Event Management Practice, and the ITIL 4 Problem Management Practice. It is intended to provide candidates with best practice guidance at both strategic and operational levels of maximizing value from the Practices.

The ITIL 4 Monitor, Support, and Fulfil Practices module is structured and aligned around the ITIL framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL 4 Incident Management Practice, ITIL 4 Service Desk Practice, ITIL 4 Service Request Management Practice, ITIL 4 Monitoring and Event Management Practice, ITIL 4 Problem Management Practice publications.

Virtual Learning

This interactive training can be taken from any location, your office or home and is delivered by a trainer. This training does not have any delegates in the class with the instructor, since all delegates are virtually connected. Virtual delegates do not travel to this course, Global Knowledge will send you all the information needed before the start of the course and you can test the logins.

Course Schedule

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Target Audience

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Candidates taking the ITIL 4 Monitor, Support and Fulfil Practices qualification.

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Course Objectives

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Our ITIL® 4 Practices: Monitor, Support & Fulfil training course will cover all of the five ITIL® 4 practices below:

  • Service Desk
  • Incident Management
  • Problem Management
  • Service Request Management
  • Monitoring & Event Management
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Course Content

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1. Incident Management (INM)

  • The key concepts of the practice
  • The processes of the practice
  • The roles and competences of the practice
  • How information and technology support and enable the practice
  • The role of partners and suppliers in the practice
  • The recommendations for the practice success 

2. Service Desk (SD)

  • The key concepts of the practice
  • The processes of the practice
  • The roles and competences of the practice
  • How information and technology support and enable the practice
  • Τhe role of partners and suppliers in the practice
  • Ηow the ITIL capability model can be used to develop the practice
  • The recommendations for the practice success

3. Service Request Management (SRM)

  • The key concepts of the practice
  • The processes of the practice
  • The roles and competences of the practice
  • How information and technology support and enable the practice
  • The role of partners and suppliers in the practice
  • How the ITIL capability model can be used to develop the practice
  • The recommendations for the practice success

4. Monitoring and Event Management (MEM)

  • The key concepts of the practice
  • The processes of the practice
  • The roles and competences of the practice
  • The processes of the practice
  • The roles and competences of the practice
  • How information and technology support and enable the practice
  • The role of partners and suppliers in the practice
  • How the ITIL capability model can be used to develop the practice
  • The recommendations for practice success

5. Problem Management (PRM)

  • The key concepts of the practice
  • The processes of the practice
  • The roles and competences of the practice
  • How information and technology support and enable the practice
  • The role of partners and suppliers in the practice
  • How the ITIL capability model can be used to develop the practice
  • The recommendations for the practice success

6. Monitor, Support, and Fulfil

  • Understand the processes and value streams of the Monitor, Support, and Fulfil practices
  • How information and technology support and enable the practices
  • Recommendations for the Monitor, Support, and Fulfil practices success
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Test Certification

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The ITIL® 4 Specialist: Monitor, Support and Fulfil examination will comprise of:

Duration: 90 Minutes

Closed Book: Yes

Format: 60 Questions With 1 Mark Each. No Negative Marking.

Question Type: Standard Classic, Negative, & List

Bloom's Level's: 1 & 2

Pass Mark: 65% Or 39/60

Certification validity : Three (3) years

You will be awarded the ITIL 4 Practice Manager designation once you have successfully achieved the CDS (Create, Deliver and Support) plus the MSF (Monitor, Support and Fulfil) certifications.

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