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 duration | 90 minutes |
| Number of questions | 40 (multiple choice) |
| Pass mark | 65% |
| Open book | No |
| Delivery format | Webcam-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.
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
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