ITIL® 4 Monitor, Support and Fulfil (MSF)

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This course is given as an intensive three-day workshop covering key concepts of the five practices included in the Monitor, Support and Fulfil (MSF) service management domain. It provides best practice guidance at both strategic and operational levels.

The course covers the following five practices: Incident Management, Service Request Management, Service Desk, Monitoring and Event Management, and Problem Management.

This workshop is intended for practitioners, practice owners and managers involved in some of the ITSM target practices. At the end of the course, participants take a 90-minute exam consisting of multiple-choice questions to obtain the international AXELOS/PeopleCert ITIL® 4 Monitor, Support and Fulfil (MSF) certificate in IT service management.

ITIL® Version

This course is based on ITIL® 4.

Language

The course, course materials and exam are in English.

Course Objectives

In three days, participants will acquire the knowledge and skills required to:

• Understand the key concepts supporting each of the MSF practices.
• Describe the processes that are part of the MSF practices, supporting roles and Practice Success Factors.
• Identify how each MSF practice relies on specific elements from all four ITSM dimensions.
• Assess the maturity and capabilities of the MSF practices.
• Take the AXELOS/PeopleCert MSF exam with confidence by applying their newly acquired knowledge.
• Put ITIL® principles into practical use.

Target Audience

• Personnel actively involved in the MSF practices.
• Those involved in defining and implementing the MSF practices.
• People involved in improving IT management efficiency, effectiveness and performance.

Course Structure

This course comprises a series of interactive presentations supplemented by classroom and other exam-style exercises.

Course Content

The following practices are covered in this course:

• Incident Management
• Service Request Management
• Service Desk
• Monitoring and Event Management
• Problem Management

The following topics are covered for each practice:

• Key concepts of the practice
• Processes of the practice
• Roles and competences
• How information and technology support and enable the practice
• The role of partners and suppliers
• How the ITIL capability model can be used to develop the practice
• Recommendations for practice success

Course Plan

• Day 1: Review of ITSM Foundation concepts; Incident Management practice; Service Request Management practice.
• Day 2: Service Desk practice; Monitoring and Event Management practice.
• Day 3: Problem Management practice; Review and exam preparation.

Course Duration

3 days of learning, including the final exam (scheduled later by the candidate).

Prerequisite

ITIL® 4 Foundation certification.

Exam

• Official AXELOS ITIL® 4 MSF exam.
• Includes ITIL® 4 Official MSF practice documents.
• Voucher valid for 12 months; candidates schedule their own exam.
• Online exam requiring a connected computer with active audio and video.
• Format: 60 multiple-choice questions.
• Duration: 90 minutes.

It is recommended to take the training from an accredited organization with accredited training material.