ITIL 4 Specialist:

ITIL® Specialist Monitor, Support and Fulfill (MSF)

6 months e-learning + exam voucher

€1.029 + VAT


“We have to continually be jumping off cliffs and developing our wings on the way down.”
― Kurt Vonnegut

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ITIL® 4 Specialist:

ITIL Specialist Monitor, Support and Fulfill (MSF)

E-learning + Web-based examination

Key information about this course:

Price: 1.029 € + VAT ( 6 month E-learning + Exam Voucher)

  • 30+ hours of course material included
  • 6 months access!
  • Accredited by Axelos & PeopleCert
  • Expert tutor support
  • Free handbook included
  • Quizzes & practice exams
  • Practice Exams
  • Exam voucher included
  • Mobile compatible

This course combines the understanding of the key concepts, principles, value and challenges of five ITIL 4 management practices, namely, the ITIL 4 Incident Management practice, the ITIL 4 Service Desk practice, the ITIL 4 Service Request Management practice, the ITIL 4 Monitoring and Event Management practice, and the ITIL 4 Problem Management practice.

It is intended to provide candidates with best practice guidance at both strategic and operational levels of maximizing value from the practices.

The ITIL 4 Specialist: Monitor, Support, and Fulfil course is structured and aligned around the ITIL framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL 4 Incident Management practice, ITIL 4 Service Desk practice, ITIL 4 Service Request Management practice, ITIL 4 Monitoring and Event Management practice, and ITIL 4 Problem Management practice publications.

ITIL 4 Specialist: Monitor, Support and Fulfill is designed for:

  • IT professionals looking to enhance their understanding and application of ITIL 4 management practices
  • Service management practitioners aiming to improve their ability to monitor, support, and fulfill service requests and incidents
  • Professionals seeking to develop their career by achieving the ITIL 4 Practice Manager designation
  • Individuals responsible for implementing and managing ITIL practices within an organisation
  • ITIL Foundation Certificate holders who wish to advance their knowledge and skills in IT service management

ITIL 4 Specialist: Monitor, Support and Fulfill enables professionals to:

  • Understand key concepts, principles, value, and challenges of five ITIL 4 management practices
  • Integrate practices such as Incident Management, Monitoring and Event Management, Problem Management, Service Desk, and Service Request Management into organisational value streams
  • Identify success factors and key metrics for each practice to drive improvement
  • Apply automation, tooling, and capability development to enhance practice performance
  • Assess and develop the capabilities of each practice using ITIL guiding principles
  • Prepare for certification by reviewing and applying knowledge through practice exams and assessments.

ITIL 4 Specialist: Monitor, Support and Fulfill offers professionals the opportunity to:

  • Gain a deeper understanding of ITIL 4’s management practices and their strategic and operational impact
  • Enhance career prospects by obtaining a recognised ITIL 4 Specialist certification
  • Improve the integration and performance of key IT service management practices within your organisation
  • Learn how to apply automation, tooling, and best practices to optimise service delivery and incident management
  • Build a strong foundation for future career advancement with the ITIL 4 Practice Manager designation
  • Access comprehensive study materials, practice exams, and real-world case studies for effective learning and exam preparation.
  • The course offers a practice exam simulator as well as regular knowledge checks to help students prepare for the exam
  • We offer each student a FREE exam voucher 
  • This ITIL® 4 Specialist: Monitor, Support and Fulfill course is accredited by PeopleCert

The 5 Practitioner Modules that make up the ITIL® 4 Specialist: Monitor, Support and Fulfil course:

Module 0: This module explains the structure of the ITIL® 4 Specialist: Monitor, Support and Fulfil course. It also introduces you to the course main features, learning plan, aims and objectives, and structure. The module offers a diagram and tables pack, a course guide and full transcripts. It also contains some of the most frequently asked questions about the ITIL 4 MSF Practices.
Duration: 1 hour

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This module introduces the first of the five ITIL 4 management practices: the ITIL 4 Incident Management practice.
Duration: 10m

Module 1: Key concepts

Module 1 explains some key terms and concepts of the incident management practice. It then explains the practice success factors (PSFs) and the key metrics of the incident management practice.
Duration: 1h

Module 2: Processes and people

Module 2 begins with an explanation of the two incident management practice processes: incident handling and resolution and periodic incident review. It describes the inputs, outputs and key activities of both processes and how to integrate the incident management practice in the organization’s value streams.

The module goes on to describe the organizations and people involved in the practice. It describes the responsibilities of the key roles and how to position the incident management practice in the organizational structure.
Duration: 1h

Module 3: Enabling the practice

Module 3 completes the content for this course with a description of further concepts that enable the incident management practice. We start by explaining automation and tooling, and providing recommendations for the automation of incident management. The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.

Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.
The module ends with recommendations for incident management practice success and how they’re supported by the ITIL guiding principles.
Duration: 1h

ITIL 4 Incident Management review test

Module 4 contains a 20-question review test on ITIL 4 Incident Management practice.
Duration: 1h

This module introduces the second of the five ITIL 4 management practices: the ITIL 4 Monitoring and Event Management practice.
Duration: 10m

Module 1: Key concepts

Module 1 explains the purpose and some key terms and concepts of the monitoring and event management practice. It then explains the practice success factors (PSFs) and the key metrics of the monitoring and event management practice.
Duration: 1h

Module 2: Processes and people

Module 2 begins by describing the three monitoring and event management practice processes: monitoring planning, event handling and monitoring and event management review. It describes the inputs, outputs and key activities of the processes and how to integrate the monitoring and event management practice in the organisation’s value streams.

The module goes on to describe the organisations and people involved in the practice. It describes the responsibilities of the key roles and how to position the monitoring and event management practice in the organisational structure.
Duration: 1h

Module 3: Enabling the practice

Module 3 completes the content for this course with a description of further concepts that enable the monitoring and event management practice. We start by explaining automation and tooling and providing recommendations for the automation of monitoring and event management. The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.

Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.

The module ends with recommendations for monitoring and event management practice success and how they’re supported by the ITIL guiding principles.
Duration: 1h

ITIL 4 Monitoring and Event Management review test

Module 4 contains a 20-question review test on ITIL 4 Monitoring and Event Management practice.
Duration: 1h

This module introduces the third of the five ITIL 4 management practices: the ITIL 4 Problem Management practice.
Duration: 10m

Module 1: Key concepts

Module 1 explains the purpose and some key terms and concepts of the problem management practice. It then explains the practice success factors (PSFs) and the key metrics of the problem management practice.
Duration: 1h

Module 2: Processes and people

Module 2 begins by describing the four problem management practice processes: proactive problem identification, reactive problem identification, problem control and error control. It describes the inputs, outputs and key activities of the processes and how to integrate the problem management practice in the organization’s value streams.

The module goes on to describe the organizations and people involved in the practice. It describes the responsibilities of the key roles and how to position the problem management practice in the organizational structure.
Duration: 1h

Module 3: Enabling the practice

Module 3 completes the content for this course with a description of further concepts that enable the problem management practice. We start by explaining automation and tooling, and providing recommendations for the automation of problem management. The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.

Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.

The module ends with recommendations for problem management practice success and how they’re supported by the ITIL guiding principles.
Duration: 1h

ITIL 4 Problem Management review test

Module 4 contains a 20-question review test on ITIL 4 Problem Management practice.
Duration: 1h

4 – Introduction to ITIL 4 Service Desk Practice

This module introduces the fourth of the five ITIL 4 management practices: the ITIL 4 Service Desk practice.
Duration: 10m

Module 1: Key concepts

Module 1 explains the purpose and some key terms and concepts of the service desk practice. It then describes the practice success factors (PSFs) and the key metrics of the service desk practice.
Duration: 1h

Module 2: Value streams and processes

Module 2 looks at the core service desk processes: User query handling, communicating to users, and service desk optimization. It details the inputs and activities required by each process and presents the outputs.

The module also explores how the service desk practice can contribute to and be integrated in the organization’s value streams.
Duration: 1h

Module 3: Enabling the practice

Module 3 begins by describing the organizations and people involved in the practice. It describes the responsibilities of the key roles and how to position the service desk practice in the organizational structure, outlining common ways of organizing a dedicated user communication team.

Next, there’s an explanation of automation and tooling, with recommendations for the automation of the service desk practice. The module then discusses partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.

Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.

Module 3 ends with recommendations for the success of the service desk practice and how the recommendations are supported by the ITIL guiding principles.
Duration: 1h

ITIL 4 Service Desk review test

Module 4 contains a 20-question review test on ITIL 4 Service Desk practice.
Duration: 1h

This module introduces the last of the five ITIL 4 management practices in the ITIL 4 Specialist: Monitor, Support and Fulfill course: the ITIL 4 Service Request Management practice.
Duration: 10m

Module 1: Key terms and concepts

Module 1 explains the purpose and some key terms and concepts of the service request management practice. It then describes the practice success factors (PSFs) and the key metrics of the service request management practice.
Duration: 1 hour

Module 2: Processes and people

Module 2 begins with an explanation of the two service request management practice processes: Service request fulfilment control and service request review and optimization. It describes the inputs, outputs and key activities of both processes and how to integrate the service request management practice in the organization’s value streams.

The module goes on to describe the organizations and people involved in the practice. It describes the responsibilities of the key roles and how to position the service request management practice in the organizational structure.
Duration: 1 hour

Module 3: Enabling the practice

Module 3 completes the content for this section with a description of further concepts that enable the service request management practice. We start by explaining automation and tooling, and providing recommendations for the automation of service request management. The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.

Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.

The module ends with recommendations for service request management practice success and how they’re supported by the ITIL guiding principles.
Duration: 1 hour

ITIL 4 Service Request Management review test

Module 4 contains a 20-question review test on ITIL 4 Service Request Management practice.
Duration: 1h

ITIL® 4 Specialist: Monitor, Support and Fulfil exam:

  • This is a multiple-choice ‘Objective Test Question’ (OTQ) exam consisting of 60 questions
  • There is a time limit of 90 minutes to complete the exam
  • The exam is closed book, with only the provided materials being permitted for use
  • The pass mark for the exam is 65%
  • In countries where English is a second language, the time allocated for the exam may be extended to 112.5 minutes

PeopleCert Exam Information

Your exam voucher will be sent to you shortly after you purchase your course. The exam voucher must be redeemed on the PeopleCert website before starting your course. Redeeming the exam voucher allows customers to access the official eBook.

PeopleCert exams can be taken online, through your web browser or using ExamShield proctoring software. Candidates choose how to take their exam in their account area on the PeopleCert website.

PeopleCert operate an exam insurance scheme called Take2. If you would like the opportunity to retake the exam , you must purchase Take2 before taking your exam.

Take2 can be purchased through your PeopleCert account up to 15 minutes before your exam.

Alternatively, you can become a PeopleCert Plus member to receive a free resit for all certifications you take.

You can find detailed information on PeopleCert exam terms and conditions on our exams terms and conditions page.

What is included?

  • Course guide
  • Diagram pack
  • Full transcript
  • Comprehension checks
  • Two practice exams

What is ITSM?

ITSM, or IT Service Management, involves applying policies, procedures, and best practices to optimize IT services for both clients and employees, enhancing efficiency and satisfaction.

What is ITIL 4?

ITIL 4 represents the latest evolution of ITIL, the globally recognized framework for ITSM. It provides a comprehensive set of best practices that guide IT-powered organizations in designing, developing, and continuously improving their IT services.

What does ITIL stand for?

Originally, ITIL stood for ‘Information Technology Infrastructure Library.’ However, as the framework has evolved with frequent updates, it is no longer considered a static ‘library.’ Currently, ITIL doesn’t stand for anything but continues to be a leading model for IT service optimization.

What does the ITIL certification path look like?

The ITIL certification journey begins with the ‘ITIL Foundation’. After achieving this, individuals can advance through ‘Practice Manager,’ ‘Managing Professional,’ or ‘Strategic Leader’ streams. Mastery of all streams enables one to qualify as an ‘ITIL Master.’ Additionally, there are four ITIL extension modules for those focusing on specific ITSM areas, which are not part of the main ITIL pathway.

How much is ITIL certification worth?

ITIL certification can significantly enhance a professional’s earning potential. According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 annually, varying by experience, role, and certification level.

How does ITIL work?

ITIL equips users with best practices for developing efficient IT services, fostering a culture of continuous improvement. This ensures services remain aligned with business objectives, optimizes resources, and facilitates ongoing enhancements.

How can ITIL benefit businesses?

ITIL 4 helps organizations optimize IT practices, supports continuous quality improvement, and remains adaptable to integrate with other methodologies like DevOps. Its forward-looking approach ensures it remains relevant as technological and best practice standards evolve.

Who are PeopleCert?

PeopleCert is a prominent accrediting body that owns and oversees several best practice frameworks, including ITIL 4, PRINCE2, MSP, PRINCE2 Agile, and AgileSHIFT.

What other frameworks can complement ITIL?

ITIL 4 seamlessly integrates with other frameworks such as Agile, DevOps, Lean, and PRINCE2, enhancing its adaptability and applicability across various organizational contexts.

Accredited ITIL® Specialist:  Monitor, Support and Fulfill (MSF) is provided by Good e-learning, accredited by PeopleCert.

ITIL® 4 Specialist: Monitor, Support and Fulfill (MSF) is a registered trade mark of AXELOS Limited. All rights reserved.


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