This three-day training course in ITIL® 4 Monitor, Support and Fulfil (MSF) is focused on the five practices that support effective service management, and is structured and aligned around the ITIL framework. It is designed to equip professionals with the necessary skills and knowledge to manage service delivery and enhance customer experience by applying concepts, techniques, and strategies to day-to-day tasks, providing the best levels of value both strategically and operationally.
The ITIL 4 MSF course is part of the ITIL 4 Practice Manager (PM) designation, which encompasses a set of practice-based modules designed for performing specific work or accomplishing an objective. The practices are also enriched with additional guidance on the capability model based on the ITIL 4 maturity model.
Included with this course are digital copies of the five official guidance publications:
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
This course pricing includes a voucher for the ITIL 4 Monitor, Support and Fulfil (MSF) Exam, which is an online proctored exam through PeopleCert. It is a 90-minute closed book exam consisting of 60 multiple choice questions, with a pass mark of 65% (39/60). Practice exam papers and questions are provided in the course, and reviewed to assist in preparation.
After passing the exam, each student’s certificate will be made available to them via PeopleCert.
It is highly recommended that you spend some time each evening of this course reviewing and consolidating what you’ve learned, to be well prepared for the exam. It is also recommended to use the five official guidance publications for study and exam preparation but note they are not permitted to be used in the exam.