ITIL® 4 SPECIALIST: MONITOR, SUPPORT, AND FULFIL

COURSE OVERVIEW

This course is for anyone who is preparing to sit the ITIL® 4: Monitor, Support, and Fulfil examination. The aim is to provide you with an understanding of the key concepts, processes and roles of the Monitor, Support, and Fulfil (MSF) practices. 

This introductory module will cover the overall course aims and objectives and will also introduce a flavor of what ITIL® 4: Monitor, Support, and Fulfil is and the certification process. 

The overall aim of this course is to enable you to gain a pass mark in the ITIL® 4: Monitor, Support, and Fulfil examination.

LEARNING OBJECTIVE

The overall aim of this course is to enable you to gain a passing mark in the ITIL 4: Monitor, Support, and Fulfil qualification. To pass the exam, you will need to:

• Understand the key concepts of the Monitor, Support, and Fulfil (MSF) practices 

• Understand the processes and value streams of the MSF practices 

• Understand the roles and competencies of the MSF practices 

• Understand how information and technology support and enable the MSF practices 

• Understand the role of partners and suppliers in the MSF practices 

• Understand how the ITIL capability model can be used to develop the MSF practices 

• Understand how the ITIL guiding principles support the MSF practices

LEARNING OUTCOMES

By the end of this course, you will be able to:

• Understand the key concepts of the Monitor, Support, and Fulfil (MSF) practices. 

• Understand the processes of the MSF practices. 

• Understand the roles and competences of the MSF practices. 

• Understand how information and technology support and enable the MSF practices. 

• Understand the role of partners and suppliers in the MSF practices.

• Understand how the ITIL capability model can be used to develop the MSF practices. 

• Understand how the ITIL guiding principles support the MSF practices.

PRE-REQUISITES

ITIL 4 Foundation Or ITIL 4 Managing Professional

TARGET AUDIENCE

• IT/It Practitioner/Service Desk/Incident Manager/

• Service Support 

• Product/Service Managers 

• ITSM Managers and aspiring ITSM Managers

• Managers of all levels involved in shaping direction and strategy or developing a continually improving team

• Existing ITIL qualification holders wishing to develop their knowledge

COURSE CONTENT

• Introduction to MSF Practices 

• Incident Management 

• Service Desk 

• Monitoring and Event Management 

• Problem Management 

• Service Request Management 

• Practice Capability Development 

• Did We Get There? 

• How Do We Keep The Momentum Going?

EXAM DETAILS

Type: Online Exam having Forty (60) multiple choice. Each question will have 4 options, one of which is right carrying 1 mark.

Duration: 90 minutes. Candidates sitting the examination in a language other than their native language have a maximum of 105 minutes.

Pass Score: 65% (39 0f 60)