Course Overview Print

Operational excellence in IT requires continuous monitoring, responsive support, and efficient fulfilment. This course trains participants to manage service desks, resolve incidents, fulfil requests, and analyse service health in real time. They will explore practices that ensure consistent delivery across operations using the ITIL® 4 service value system.

Learning Outcomes:

  • Monitor and evaluate service health using real-time analytics

  • Operate efficient service desk and support processes

  • Manage incident resolution and service request fulfilment

  • Align operational activities with strategic objectives

Key Topics:

  • ITIL® 4 practices: monitoring, service desk, incident management

  • Service request fulfilment and knowledge management

  • Service health dashboards and performance indicators

  • Operational alignment and continual improvement

 

Exam Details

This course is designed to build participants’ understanding of key concepts and domains covered in the ITIL® 4 Specialist: Monitor, Support and Fulfil certification.

The course includes the ITIL® 4 Specialist: Monitor, Support and Fulfil certification exam bundled with the course fee. Participants will receive an exam voucher for a webcam-proctored online examination conducted via the PeopleCert platform.

 

Exam duration90 minutes
Number of questions40 (multiple choice)
Pass mark65%
Open bookNo
Delivery formatWebcam-proctored online exam

 

To maximise success, participants are strongly encouraged to complement the course with additional self-study, revision of course materials, and dedicated practice before attempting the exam.

 

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

Course Outline

Module 1 | Introduction to the MSF practices

  • Introduction to the MSF practices

 

Module 2 | Incident management

  • Value streams and processes
  • Organizations and people
  • Information and technology
  • Partners and suppliers

 

Module 3 | Service desk

  • Value streams and processes
  • Organizations and people
  • Information and technology
  • Partners and suppliers

 

Module 4 | Monitoring and event management

  • Value streams and processes
  • Organizations and people
  • Information and technology
  • Partners and suppliers

 

Module 5 | Problem management

  • Value streams and processes
  • Organizations and people
  • Information and technology
  • Partners and suppliers

 

Module 6 | Service request management

  • Value streams and processes
  • Organizations and people
  • Information and technology
  • Partners and suppliers

 

Module 7 | Practice capability development

  • Practice capability development
*Important Note : Fees are subject to Singapore's prevailing Goods and Services Tax (GST).
ITIL® 4 Specialist: Monitor, Support and Fulfil
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