ITIL® 4 Monitor, Support and Fulfil

All participants will receive:

• Practice Examinations
• E-COPY of the five Official ITIL 4 Guidance Publications:
  • Incident Management Practice
  • Service Desk Practice
  • Service Request Management Practice
  • Monitoring and Event Management Practice
  • Problem Management Practice
• ITIL Monitor, Support and Fulfil Certificate Exam Voucher
  • Available to purchase via PeopleCert – Take2 Re-sit Exam option. 
  • Or purchase a PeopleCert Plus Membership via ALC to receive Take2 plus many more benefits
• Post Course Support

Course Materials

Virtual Courses:

• E-COPY: Comprehensive Course Workbook
   E-materials are provided by default with the option to purchase hardcopy materials for an additional cost.

Exams & Additional Information

Live Virtual Training: Participants attending a Virtual Training course will be provided with an online exam voucher to sit the exams at a time and date of their choosing within 12 months of the course. The web-proctored exams are available 24/7 and run by the examination institute PEOPLECERT. 

The exam comprises of:

• Multiple choice examination questions
• 60 questions
• 39 marks required to pass (out of 60 available) 65%
• 90 minutes duration
• Closed book 

Pre-requisites
 Delegates must hold one of the below certifications to be able to take this exam:

• Any ITIL Foundation certification or ITIL 4 Managing Professional Certificate and
• Attend an accredited ITIL Monitor, Support and Fulfil course or complete the official e-learning course

Learning outcomes

After taking this course, you will have a thorough understanding of:

• the key concepts of the Monitor, Support, and Fulfil (MSF) practices and their importance in maintaining, supporting and delivering IT services effectively
• The processes of the MSF practices
• the roles and competencies of the MSF practices and understand how to position the practiced effectively within your organisation
• How information and technology support and enable the MSF practices to deliver improvements, provide tools and systems for effective MSF fulfilment operations
• The role of partners and suppliers in the MSF practices and how to collaborate effectively
• How the ITIL capability model can be used to develop the MSF practices
• How the ITIL guiding principles support the MSF practices and how the establishment of effective and efficient practices help achieve business goals

Who should attend

• Service management and delivery roles (e.g., IT Manager Operations, IT Service Manager)
• Service delivery specialists (e.g., IT Specialist: Operations)
• Process leads (e.g., Incident Management, Problem Management)

Course contents

1. Introduction to the MSF Practices
2. Incident Management
3. Service desk
4. Monitoring and event management
5. Problem management
6. Service request management
7. Practice capability development

Inclusions

All participants will receive:

• E-COPY: Comprehensive Course Workbook
  E-materials are provided by default with the option to purchase hardcopy materials for an additional cost.
• E-COPY of the five Official ITIL 4 Guidance Publications:
  • Incident Management Practice
  • Service Desk Practice
  • Service Request Management Practice
  • Monitoring and Event Management Practice
  • Problem Management Practice
• Practice Examinations
• ITIL Monitor, Support and Fulfil Certificate Exam Voucher
  • Available to purchase via PeopleCert – Take2 Re-sit Exam option.
  • Or purchase a PeopleCert Plus Membership via ALC to receive Take2 plus many more benefits
• Post Course Support