ITIL® 4 Specialist: Monitor, Support and Fulfil

This combined practice module covers the key concepts of five ITIL practices, namely, Incident Management, Service Desk, Service Request Management, Monitoring and Event Management and Problem Management.

The ITIL 4 Specialist: Monitor, Support and Fulfil combined practice module is for IT professionals aiming to establish a good cross-practice collaboration and effective service value streams. The individuals can demonstrate their understanding and application of the concepts covered in the five ITIL Management Practices at both strategic and operational levels maximizing value from these practices.

This course will help you to:

  • Define the key concepts, principles, value and challenges of ITIL 4’s five management practices
  • Ensure stakeholders understand the strategic and operational requirements to co-create value and achieve business goals
  • Lintegrate the practices in the organization’s value streams
  • Understand the interfaces and synergies across these five practices
  • Apply metrics and practice success factors to improve performance
  • Measure, assess and develop the capability of the various practices covered by using the ITIL Maturity Model.


  • Everyone having an ITIL certification


ITIL 4 Foundation certification 

Course material:

Official course material will be delivered digital and consist of:

  • Course material 
  • ITIL Practice guide for Monitor, Support and Fulfil
  1. Understand the key concepts of the Monitor, Support, and Fulfil (MSF) practices.

  2. Understand the processes of the MSF practices.

  3. Understand the roles and competences of the MSF practices.

  4. Understand how information and technology support and enable the MSF practices.

  5. Understand the role of partners and suppliers in the MSF practices.

  6. Understand how the ITIL capability model can
    be used to develop the MSF practices.

  7. Understand how the ITIL guiding principles
    support the MSF practices.

How to take the exam:

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

You will get an exam voucher that gives you access to an online exam. This can be booked and taken home monitored by a proctor via camera.

Get the step-by-Step Guidelines on how to take an Online Proctored Exam on your computer.


The trainer will also guide you through the procedures on how to book and prepare for the exam during the course.


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