ITIL® 4 Specialist: Monitor, Support and Fulfil

• Fundamental Concepts of the MSF Practices
• Success Factors of the MSF Practices
• Processes within the MSF Practices
• Essential Roles and Competencies in the MSF Practices
• The Impact of Technology and Automation on the MSF Practices
• The Contribution of Partners and Suppliers to the MSF Practices
• The ITIL Capability Model

• Good e-Learning stands out as an award-winning provider of online training and has been independently certified as a ‘Market Leader’ for ITIL training by Course Conductor 
• The ITIL Practice Manager syllabus provides a modern and comprehensive perspective on IT service management, making ITIL qualifications highly sought after by employers in the IT sector 
• The course has been developed with insights from leading experts, including authors of various ITIL 4 publications
• Students of Good e-Learning benefit from free exam vouchers, covering the costs of the exam (terms and conditions apply).
• This ITIL® 4 Specialist: Monitor, Support and Fulfil course is accredited by PeopleCert.

The ITIL® 4 Specialist: Monitor, Support and Fulfil course comprises five practitioner modules, each designed to deepen understanding and application of ITIL management practices. Here’s an outline of the modules included:

Module 0: Introduction: 

Overview of the course structure, main features, learning objectives, and the provided resources such as a diagram pack and further reading materials. 

1 - Introduction to ITIL 4 Incident Management Practice

Introduces the first ITIL 4 Specialist: MSF management practice: the ITIL 4 Incident Management practice.

Module 1: Key concepts

Explains key terms, success factors, and metrics of the Incident Management practice.

Module 2: Processes and people

Covers incident handling and resolution, periodic incident review, roles, and organisational structure integration.

Module 3: Enabling the practice

Discusses automation, tooling, partners, suppliers, and capability criteria.

ITIL 4 Incident Management review test

A 20-question review test on ITIL 4 Incident Management.

2 - Introduction to ITIL 4 Monitoring and Event Management Practice

Introduces the second ITIL 4 Specialist: MSF management practice: the ITIL 4 Monitoring and Event Management practice. 

Module 1: Key concepts

Details the purpose, key terms, success factors, and metrics of the practice.

Module 2: Processes and people

Describes monitoring planning, event handling, and management review processes.

Module 3: Enabling the practice

Focuses on automation, tooling, partnerships, and capability development.

ITIL 4 Monitoring and Event Management review test

A 20-question review test on ITIL 4 Monitoring and Event Management.

3 - Introduction to ITIL 4 Problem Management Practice

Introduces the third ITIL 4 Specialist: MSF management practice: the ITIL 4 Problem Management practice. 

Module 1: Key concepts

Outlines the purpose, key terms, success factors, and metrics.

Module 2: Processes and people

Explains proactive and reactive problem identification, problem and error control processes. 

Module 3: Enabling the practice

Automation, tooling, and partnership discussions, along with capability support. 

ITIL 4 Problem Management review test

A 20-question review test on ITIL 4 Problem Management. 

4 - Introduction to ITIL 4 Service Desk Practice

Introduces the fourth ITIL 4 Specialist: MSF management practice: the ITIL 4 Service Desk practice. 

Module 1: Key concepts

Covers the purpose, key terms, success factors, and metrics of the Service Desk practice. 

Module 2: Value streams and processes

Focuses on user query handling, communication, and optimisation.

Module 3: Enabling the practice

Discusses organisational roles, automation, partnerships, and capability criteria. 

ITIL 4 Service Desk review test

A 20-question review test on ITIL 4 Service Desk.

5 - Introduction to ITIL 4 Service Request Management Practice

Introduces the final ITIL 4 Specialist: MSF management practice: the ITIL 4 Service Request Management practice.

Module 1: Key terms and concepts

Explains the purpose, key terms, success factors, and metrics of the practice.

Module 2: Processes and people

Details service request fulfilment control and review and optimisation processes.

Module 3: Enabling the practice

Automation, tooling, partnerships, and capability discussions.

ITIL 4 Service Request Management review test

A 20-question review test on ITIL 4 Service Request Management.

This course is structured to ensure students are well-prepared to pass the ITIL 4 Specialist: Monitor, Support and Fulfil examination successfully.

Included in the course is a complimentary exam voucher.

Before scheduling your exam, it's crucial to verify that your device meets the necessary technical specifications. For detailed instructions and additional information, please consult the PeopleCert website.

Exam voucher requests are generally processed within two working days, although it may take up to five days. Ensure to request your exam voucher during the course access period, which begins on the date of purchase. For more details, refer to the GEL Support & FAQs page.

ITIL 4® Specialist: Monitor, Support and Fulfill exam

• Number of Questions: 60

• Duration: 90 minutes (extended to 112.5 minutes in countries where English is a second language)

• Exam Format: Closed book, with only provided materials allowed for use during the exam.

• Passing Mark: 65%

What is ITSM?

ITSM, or IT Service Management, involves applying policies, procedures, and best practices to optimise 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 recognised framework for ITSM. It provides a comprehensive set of best practices that guide IT-powered organisations 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 optimisation.

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, optimises resources, and facilitates ongoing enhancements.

How can ITIL benefit businesses?

ITIL 4 helps organisations optimise 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 organisational contexts.