ITIL® 4 Specialist: Monitor, Support and Fulfil including Exam

Duration: 3 Days Course Code: ITIL4P-MSF Delivery Method: Virtual and Classroom

Overview:
This 3-day course compiles for the candidates the understanding of the key concepts, principles, value and challenges of ITIL 4’s five
management practices, namely, the ITIL 4 Incident Management Practice, the ITIL 4 Service Desk Practice, the ITIL 4 Service Request
Management Practice, the ITIL 4 Monitoring and Event Management Practice, and the ITIL 4 Problem Management Practice. It is intended to
provide candidates with best practice guidance at both strategic and operational levels of maximizing value from the Practices.
The ITIL 4 Monitor, Support, and Fulfil Practices module is structured and aligned around the ITIL framework. The examination is intended to
assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL 4 Incident
Management Practice, ITIL 4 Service Desk Practice, ITIL 4 Service Request Management Practice, ITIL 4 Monitoring and Event Management
Practice, ITIL 4 Problem Management Practice publications.

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Virtual Learning

This interactive training can be taken from any location, your office or home and is delivered by a trainer. This training does not have any
delegates in the class with the instructor, since all delegates are virtually connected. Virtual delegates do not travel to this course, Global
Knowledge will send you all the information needed before the start of the course and you can test the logins.

Target Audience:
This course is aimed at candidates taking the ITIL 4 Monitor, Support and Fulfil Practices qualification as well as individuals that consider
themselves a Configuration Manager, Availability Manager, System Software, Applications Support, IT Operations Manager, Network Control
and Operation, Database Administrator, Problem Manager, Network Support or a Service Desk Manager.

Objectives:

Our ITIL® 4 Practices: Monitor, Support & Fulfil training course Problem Management
will cover all of the five ITIL® 4 practices below:
Service Request Management
Service Desk
Monitoring & Event Management
Incident Management

Prerequisites: Testing and Certification

This class comes with an online proctored exam voucher. These will
ILFN4 - ITIL® 4 Foundation - Including Exam have a validity of 12 months. You will need to schedule and complete
your exams within this time frame.

The ITIL® 4 Specialist: Monitor, Support and Fulfil examination will

comprise of:

Duration: 90 Minutes
Closed Book: Yes
Format: 60 Questions With 1 Mark Each. No Negative Marking.
Question Type: Standard Classic, Negative, & List
Bloom's Level's: 1 & 2
Pass Mark: 65% Or 39/60
Certification validity : Three (3) years
You will be awarded the ITIL 4 Practice Manager designation once
you have successfully achieved the CDS (Create, Deliver and
Support) plus the MSF (Monitor, Support and Fulfil) certifications.

ITIL4P-MSF (EN) www.globalknowledge.com/en-gb/ info@globalknowledge.co.uk 01189 123456

Content:

1. Incident Management (INM) 3. Service Request Management (SRM) 6. Monitor, Support, and Fulfil
line line line
The key concepts of the practice The key concepts of the practice Understand the processes and value
The processes of the practice The processes of the practice streams of the Monitor, Support, and Fulfil
The roles and competences of the practice The roles and competences of the practices
How information and technology support and practice How information and technology support
enable the practice How information and technology support and enable the practices
The role of partners and suppliers in the and enable the practice
practice The role of partners and suppliers in the Recommendations for the Monitor, Support,
practice and Fulfil practices success
The recommendations for the practice success How the ITIL capability model can be line
line used to develop the practice
The recommendations for the practice
2. Service Desk (SD) success
line
The key concepts of the practice 4. Monitoring and Event Management (MEM)
The processes of the practice line
The roles and competences of the practice The key concepts of the practice
How information and technology support and The processes of the practice
enable the practice The roles and competences of the
?he role of partners and suppliers in the practice
practice The processes of the practice
?ow the ITIL capability model can be used to The roles and competences of the
develop the practice practice
The recommendations for the practice How information and technology support
success and enable the practice
The role of partners and suppliers in the
practice
How the ITIL capability model can be
used to develop the practice
The recommendations for practice
success

5. Problem Management (PRM)

line
The key concepts of the practice
The processes of the practice
The roles and competences of the
practice
How information and technology support
and enable the practice
The role of partners and suppliers in the
practice
How the ITIL capability model can be
used to develop the practice
The recommendations for the practice
success

Further Information:
For More information, or to book your course, please call us on Head Office 01189 123456 / Northern Office 0113 242 5931
info@globalknowledge.co.uk
www.globalknowledge.com/en-gb/

Global Knowledge, Mulberry Business Park, Fishponds Road, Wokingham Berkshire RG41 2GY UK

ITIL4P-MSF (EN) www.globalknowledge.com/en-gb/ info@globalknowledge.co.uk 01189 123456