The ITIL 4 Specialist: Monitor, Support and Fulfil combined practice module is for IT professionals aiming to establish a good cross-practice collaboration and effective service value streams. The individuals can demonstrate their understanding and application of the concepts covered in the five ITIL Management Practices: Incident Management, Service Desk, Service Request Management, Monitoring and Event Management and Problem Management at both strategic and operational levels maximizing value from these practices. With bite-sized modules, the course is tailored for busy professionals, allowing you to learn at your own pace through engaging, interactive content. You’ll access a range of resources, including multimedia quizzes, real-world case studies, and the Official ITIL 4 glossary. Self-paced learning empowers you to tailor your learning experience, apply ITIL 4 to complete projects and prepare thoroughly for certification with comprehensive support materials.

The interactive e-learning portal is designed for convenience, enabling you to learn at your own pace, anytime and anywhere in the world. You can fit your studies around your schedule, taking the exam online at a time that suits you best.

This online package includes:

• eLearning (12 month access)
• Online proctored exam
• Official eBook: Your primary reference for exam preparation and ongoing professional development
• Learning Resource Kit: Includes the Official ITIL 4 Specialist Learner Workbook and Quick Reference Guide for focused study

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Popular among professionals who have advanced to roles such as:

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.

Module 1: Introduction to the MSF practices

Module 2: Incident Management

• Introduction to Incident Management
• Value Streams and Processes
• Organisations and People
• Information and Technology
• Partners and Suppliers

Module 3: Service Desk

• Key Concepts of the Service Desk
• Value Streams and Processes
• Organisations and People
• Information and Technology
• Partners and Suppliers

Module 4: Monitoring and event management

• Value Streams and Processes
• Organisations and People
• Information and Technology
• Partners and Suppliers

Module 5: Problem Management

• Introduction to Problem Management
• Value Streams and Processes
• Organisation and People
• Information and Technology
• Partners and Suppliers

Module 6: Service Request Management

• Key Concepts of Service Management
• Value Streams and Processes
• Organisation and People
• Information and Technology
• Partners and Suppliers

Module 7: Practice Capability Development

• Key Concepts of Capability Development

Exam format

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

• eLearning (12 month access)
• Online proctored exam
• Official eBook
• Learning Resource Kit