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ITIL® 4 Monitor, Support and Fulfil

A combined module covering the core concepts and application of five ITIL management practices: Incident Management, Service Desk, Service Request Management, Monitoring and Event Management, and Problem Management.

  • Duration 3 Days
  • Fee - Virtual Instructor-Led $2,300 + GST
  • Exam Exam Included
  • Fee - Elearning $1,365 + GST
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Elearning

Subscription Duration Fees Inclusive of GST  
12 month access $1,501.50

Private
Business or Government

Overview

This module provides candidates with an understanding of the key concepts, principles, value, and challenges of five ITIL management practices. It brings core operational ITIL practices together into a single, practical module. Supports reliable, responsive service operations across monitoring, support, and fulfilment activities and provides best-practice guidance at both strategic and operational levels to help organisations maximise value from these practices. Ideal for organisations looking to strengthen operational maturity while maintaining alignment with business goals.

 

Core Themes

  • Understanding and application of the concepts from five ITIL management practices:
    • Incident Management
    • Service Desk
    • Service Request Management
    • Monitoring and Event Management and
    • Problem Management
  • Practice success factors
  • The ITIL Four Dimensions
  • The ITIL Capability Model

Benefits

  • Enhances operational performance across core service management practices
  • Supports consistent delivery of customer expectations and business value
  • Aligns strategic objectives with tactical and operational execution to support overall business success

ITIL Official Qualification Scheme

Learning Outcomes

After taking this course, you will have a thorough understanding of:

  • the key concepts of the Monitor, Support, and Fulfil (MSF) practices and their importance in maintaining, supporting and delivering IT services effectively
  • The processes of the MSF practices
  • the roles and competencies of the MSF practices and understand how to position the practiced effectively within your organisation
  • How information and technology support and enable the MSF practices to deliver improvements, provide tools and systems for effective MSF fulfilment operations
  • The role of partners and suppliers in the MSF practices and how to collaborate effectively
  • How the ITIL capability model can be used to develop the MSF practices
  • How the ITIL guiding principles support the MSF practices and how the establishment of effective and efficient practices help achieve business goals

Who Should Attend

  • Service management and delivery roles (e.g., IT Manager Operations, IT Service Manager)
  • Service delivery specialists (e.g., IT Specialist: Operations)
  • Process leads (e.g., Incident Management, Problem Management)

Course Contents

  • Introduction to the MSF Practices
  • Incident Management
  • Service desk
  • Monitoring and event management
  • Problem management
  • Service request management
  • Practice capability development

  • Overall, it was an excellent course. Trainer provided useful and relevant examples from his experience. He was also able to effectively relate our questions and examples from our own environments back to ITIL principles. I feel very prepared for the exam after this course, and wouldn't hesitate to study with ALC again!

    Live Virtual Training

Testimonial

ITIL 4 Foundation

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Inclusions

All participants will receive:

  • Practice Examinations
  • E-COPY of the five Official ITIL 4 Guidance Publications:
    • Incident Management Practice
    • Service Desk Practice
    • Service Request Management Practice
    • Monitoring and Event Management Practice
    • Problem Management Practice
  • ITIL Monitor, Support and Fulfil Certificate Exam Voucher
  • Post Course Support

Course Materials

Virtual Courses:

  • E-COPY: Comprehensive Course Workbook
     E-materials are provided by default with the option to purchase hardcopy materials for an additional cost.

Exams & Additional Information

Live Virtual Training: Participants attending a Virtual Training course will be provided with an online exam voucher to sit the exams at a time and date of their choosing within 12 months of the course. The web-proctored exams are available 24/7 and run by the examination institute PEOPLECERT. 

The exam comprises of:

  • Multiple choice examination questions
  • 60 questions
  • 39 marks required to pass (out of 60 available) 65%
  • 90 minutes duration
  • Closed book 

Pre-requisites
 Delegates must hold one of the below certifications to be able to take this exam:

  • Any ITIL Foundation certification or ITIL 4 Managing Professional Certificate and
  • Attend an accredited ITIL Monitor, Support and Fulfil course or complete the official e-learning course
faculty

Looking to Up Skill Your Team

If you have a group of people who can all be spared at the same time then private training is a GREAT way to go:

  • Can be held anywhere in the world! Your premises, external or online.
  • Delivered “as is” or customised to suit your specific needs.
  • Sensitive issues can be openly discussed.
Get a Quote

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