ITIL® 4 Specialist : Monitor, Support and Fulfil - Examen inclus
- Référence ITIL4P-MSF
- Durée 3 jour(s)
Modalité pédagogique
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Modalité pédagogique
La formation est disponible dans les formats suivants:
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Classe inter à distance
Depuis n'importe quelle salle équipée d'une connexion internet, rejoignez la classe de formation délivrée en inter-entreprises.
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E-Learning
Pour cette formation, il existe aussi un produit d’auto-formation en ligne. Nous consulter.
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Classe inter en présentiel
Formation délivrée en inter-entreprises. Cette méthode d'apprentissage permet l'interactivité entre le formateur et les participants en classe.
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Intra-entreprise
Cette formation est délivrable en groupe privé, et adaptable selon les besoins de l’entreprise. Nous consulter.
Demander cette formation dans un format différent
Résumé
Haut de pageThis 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.
ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
Updated 10/6/2026
e-Learning
Interactive self-paced content that provides flexibility in terms of pace, place and time to suit individuals and organisations. These resources also consist of online books, educational podcasts and vodcasts, and video-based learning.
Public
Haut de pageThis course is aimed at candidates taking the ITIL® 4 Monitor, Support and Fulfil Practices qualification as well as individuals that consider themselves a Configuration Manager, Availability Manager, System Software, Applications Support, IT Operations Manager, Network Control and Operation, Database Administrator, Problem Manager, Network Support or a Service Desk Manager.
Objectifs de la formation
Haut de pageOur 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
Programme détaillé
Haut de page1. 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
Pré-requis
Haut de page- The candidate must have passed the ITIL® 4 Foundation examination.
Certification
Haut de pageThis class comes with an online proctored exam voucher. These will have a validity of 12 months. You will need to schedule and complete your exams within this time frame.
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.