ITIL (Version 5) Specialist: Monitor, Support and Fulfill (MSF)

The ITIL^® Specialist: Monitor, Support and Fulfill combined practice module is for IT professionals aiming to establish a good cross-practice collaboration and effective service value streams. This course bundle is comprised of the following 5 single day courses:

• ITIL Practitioner: Incident Management
• ITIL Practitioner: Service Desk
• ITIL Practitioner: Problem Management
• ITIL Practitioner: Service Request Management
• ITIL Practitioner: Monitoring and Event Management

Audience: This course is ideal for IT professionals responsible for delivering, supporting, and improving IT services. It is especially relevant for service desk managers, support team leads, technical analysts, incident and problem managers, and those involved in request fulfillment and monitoring activities. The MSF course is also designed for learners on the ITIL 4 Practice Manager certification path, offering practical guidance for implementing and optimizing critical ITIL practices in real-world environments.

Prerequisites:

• Complete pre-class reading assignment
• ITIL Foundation or ITIL Managing Professional Transition Certificate
  • Even if your ITIL 4 Foundation certificate is expired, you can still attend any higher level ITIL 4 course. Every successful pass of an ITIL PeopleCert exam, will extend the previous expired certificates to the renewal date of the most recent ITIL PeopleCert exam.
• Attend accredited training course (mandatory)

Learning Objectives: 

• Define the key concepts, principles, value and challenges of ITIL 4’s five management practices; Incident, Service Desk, Problem, Service Request and Monitoring and Event Management
• Ensure stakeholders understand the strategic and operational requirements to co-create value and achieve business goals
• Integrate the practices in the organization’s value streams
• Understand the interfaces and synergies across these five practices
• Apply metrics and practice success factors to improve performance
• Measure, assess and develop the capability of the various practices covered by using the ITIL Maturity Model

Course / Student Materials:

• Access the Learner Portal
  • Digital learner manual (excellent post-class reference)
  • Sample documents and templates
  • Reference Cards
  • Learner Personal Action Plan
  • Memory exercises, study aids and sample exams
• Official ITIL Training Materials and Practice Guides
• Instructor led education and exercise facilitation
• GAME ON! An Interactive Learning Experience®
• Participation in unique in-class assignments, including I am the Incident
• In-class exam preparation
• Exam voucher, which includes access to a official digital eBook (upon redeeming voucher)

Certification: Learners earn their ITIL Specialist: Monitor, Support and Fulfil, which meets one of the requirements toward earning your ITIL Master designation.

Professional Education Hours: Individuals attending this class will earn 18 professional education hours (e.g., PDUs, CPEs, CEUs) upon completion of this course. These professional education hours can be submitted to associations such as the Project Management Institute and ISACA, if applicable. Successful candidates with PeopleCert Plus Annual Membership, can log their certificate in PeopleCert’s Continuing Professional Development (CPD) program to satisfy program requirements.

ITSM Academy, a PeopleCert Authorized Training Organization (ATO), delivers ITIL (Version 5) Monitor, Support, Fulfil training as live, instructor-led virtual classes scheduled for U.S.-based learners and teams. Classes run in U.S. time zones and include the official exam voucher.