The ITIL® 4 Specialist: Monitor, Support and Fulfil (MSF) module equips IT professionals with the knowledge and practical skills to deliver efficient support services, ensure service continuity, and optimise user experience. Covering five essential practices, this module empowers practitioners to apply ITIL® concepts in real-world service environments.

This certification is part of the pathway to achieving the ITIL® 4 Practice Manager designation, making it an excellent step for IT service management professionals aiming to strengthen their expertise and progress toward higher-level ITIL® credentials.

This course provides a detailed understanding of the principles, value, and challenges of the Monitor, Support and Fulfil practices and their role in the service value chain. Participants will learn how to:

• Apply key concepts, terminology, and success factors for each practice.
• Integrate these practices into organisational value streams.
• Define roles and responsibilities for service and problem resolution.
• Leverage automation, tools, and partner contributions to improve performance.
• Apply the ITIL® capability model to assess and enhance practice maturity.

The module focuses not only on theoretical concepts but also on practical application, enabling professionals to make measurable improvements to service management outcomes.

Full-Time

• IT support staff, service desk managers, incident/problem managers, and operations teams.
• IT professionals aiming to enhance service quality through structured, measurable practices.
• Those seeking the ITIL® 4 Practice Manager designation or progressing towards ITIL® Master.

5 Days

5 Essential Practices

1. Incident Management Practice

• The key concepts of the practice
• Explain the key terms/concepts: incident, incident model, major incident, workaround, technical debt, task priority, and prioritization.
• The processes of the practice
• Know how to integrate the practice in the organization’s value streams.
• The roles and competences of the practice
• Describe the responsibilities of the key roles of the practice, including Incident manager and other roles involved in Incident management.
• How information and technology support and enable the practice
• Apply the recommendations on automation.
• The role of partners and suppliers in the practice
• How the ITIL capability model can be used to develop the practice
• Understand the recommendations for incident management success and how they are supported by the ITIL guiding principles.

2. Service Desk practice

• The key concepts of the practice
• Explain the key terms/concepts: communication channels characteristics, omnichannel communications, service empathy, and moment of truth.
• The processes of the practice
• The roles and competences of the practice
• Know how to position the practice in the organizational structure.
• How information and technology support and enable the practice
• The role of partners and suppliers in the practice
• Explain the dependencies of the practice on third parties.
• Explain how partners and suppliers can support the practice.
• How the ITIL capability model can be used to develop the practiceThe recommendations for the practice success

3. Service Request Management

• The key concepts of the practice
• Explain the key terms/concepts: service request and its main characteristics, service request model, and request catalogue.
• The processes of the practice
• Know how to integrate the practice in the organization’s value streams.
• The roles and competences of the practice
• Describe the responsibilities of the key roles of the practice.
• How information and technology support and enable the practice
• Apply the recommendations on automation.
• The role of partners and suppliers in the practice
• How the ITIL capability model can be used to develop the practice
• Understand the recommendations for service request management success and how they are supported by the ITIL guiding principles.

4. Monitoring and Event Management

• The key concepts of the practice
• Explain the key terms/concepts: Event, Monitoring, Types of monitoring, Metric, Threshold, Alert, Informational, Warning, and Exception events.
• The processes of the practice
• Describe inputs and outputs of the processes.
• The roles and competences of the practice
• How information and technology support and enable the practice
• Explain the tools application.
• Apply the recommendations on automation.
• The role of partners and suppliers in the practice
• Explain the dependencies of the practice on third parties.
• Explain how partners and suppliers can support the practice.
• How the ITIL capability model can be used to develop the practice
• Understand the recommendations for monitoring and event management success and how they are supported by the ITIL guiding principles.

5. Problem Management

• The key concepts of the practice
• Explain the key terms/concepts: Problem, Known error, Problem prioritization, Reactive and proactive problem management, Workaround, Technical debt, and Problem model.
• The processes of the practice
• Describe the key activities of the processes.
• The roles and competences of the practice
• Describe the responsibilities of the key roles of the practice, including Problem manager and Problem coordinator.
• How information and technology support and enable the practice
• Apply the recommendations on automation.
• The role of partners and suppliers in the practice
• How the ITIL capability model can be used to develop the practice
• Understand the recommendations for problem management success and how they are supported by the ITIL guiding principles

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