The ITIL® 4 Specialist: Monitor, Support and Fulfil (MSF) course integrates five essential practices: Service Desk, Incident Management, Problem Management, Service Request Management, and Monitoring and Event Management, into a practical framework for ensuring service performance, stability, and user satisfaction.
Designed for service desk managers, incident and problem coordinators, monitoring specialists, and team leads, this module is part of the Practice Manager certification path and supports resilient and efficient IT support operations.
Participants learn how these practices work together to monitor service health, respond to issues, fulfill requests, and support users through knowledge-driven interactions. The module emphasizes detecting and resolving incidents quickly, managing root causes, handling service requests efficiently, and ensuring visibility into service performance.
Learners explore how to apply Practice Success Factors, maturity models, and performance metrics to assess capabilities and support continual improvement. The course also covers integrating monitoring tools, optimizing workflows, managing known errors and workarounds, and empowering users through service portals and knowledge bases.
By the end of the course, participants will be equipped to coordinate these practices across value streams, reduce service disruptions, enhance support quality, and prepare for the ITIL® 4 Specialist: Monitor, Support and Fulfil certification exam.
Join us to build your capabilities in service monitoring, user support, and request fulfillment, and become a certified ITIL® 4 Specialist in Monitor, Support and Fulfil.
Purpose of the Training
The ITIL® 4 Specialist: Monitor, Support and Fulfil (MSF) course is designed to develop a practical understanding of how to effectively apply a selected set of ITIL practices that support monitoring, user support, and request fulfilment within the service value system. This module focuses on building the skills and knowledge required to maintain service reliability, support users efficiently, and ensure service requests and incidents are handled in a value-driven, customer-focused way. Participants will:
- Explore how proactive monitoring and event management support visibility, reliability, and rapid detection of service issues.
- Learn how to manage incidents and problems to minimize impact and resolve underlying causes through known error handling and workarounds.
- Gain insight into how a well-structured service desk can enhance user experience and facilitate knowledge-based support.
- Understand how to design and optimize request fulfilment processes to address user needs consistently and efficiently.
- Develop capabilities to measure performance, assess practice maturity, and drive continual improvement using metrics and practice success factors.
- Apply an integrated, practice-based mindset that supports collaboration, responsiveness, and operational excellence across value streams.
- Be prepared to take the ITIL® 4 Specialist: Monitor, Support and Fulfil certification exam.
Target Group
- ITIL® 4 Foundation certificate holders progressing toward Practice Manager designation,
- Professionals working on the service desk, providing frontline user support and communication
- Individuals managing incidents to ensure rapid restoration of services and minimal business disruption
- Practitioners engaged in problem management and known error resolution to enhance long-term service stability
- Service request coordinators responsible for designing and improving request fulfilment workflows
- Technical teams tasked with monitoring infrastructure and applications to detect and respond to events
- Those aligning support and fulfilment practices with business needs, user expectations, and operational priorities
- Experts seeking to assess practice maturity and apply critical success factors and metrics to enhance user experience and service performance
Benefits
- A clear understanding of the roles and objectives of Service Desk, Incident Management, Problem Management, Service Request Management, and Monitoring & Event Management in supporting effective service operations
- The ability to detect, prioritize, and respond to events and incidents to minimize disruption and maintain service quality
- Practical skills for restoring services quickly, handling user requests efficiently, and managing problems to reduce recurring issues
- Knowledge of user support channels and workflows to improve communication, satisfaction, and experience
- The capability to integrate monitoring, support, and fulfilment practices into value streams that align with business needs and operational goals
- Skills to apply practice success factors and relevant metrics to evaluate performance and drive continual service improvement
Exam and Certification
- prerequisites: ITIL® 4 Foundation certification and attendance at an accredited ITIL® 4 Specialist: Monitor, Support and Fulfil training course,
- mandatory exam,
- multiple-choice, single-response questions test,
- number of questions: 60,
- pass threshold: 65% (39 out of 60 possible points),
- language of the exam: English, Polish, among others – selected on the Accreditor’s website during exam registration,
- current list of available exam languages can be found on the Accreditor’s website
- duration: 90 minutes (113 minutes for non-native speakers),
- mode: online (after online training) or in-person (after in-person training),
- date: post training, selected by participants at the Accreditor’s availability,
- closed book – no use of materials,
- validity of the certificate: 3 years,
- the participant who scores the necessary number of points in the exam is awarded the international certificate in electronic form.
Note! According to the Accreditor’s guidelines, the training must be purchased together with the exam package, which includes the online exam, access to the e-book, and Official Training Materials (OTM).
E-book
- E-book language: selected by the candidate on the Accreditor’s website during exam registration (language cannot be changed afterward),
- Available e-book languages: Polish and English
- Access: valid for 5 years exclusively on the Accreditor’s platform
OTM – Official Training Materials
- Official training materials developed by PeopleCert, available upon e-book activation
- OTM language: Polish and English
In addition, you can purchase exam retake Take2 Re-sit Exam Option. In case of a negative result, this option allows you to retake the exam in an online format within 6 months of the original date, without paying the full cost of the exam.
The Take2 Re-sit Exam Option can only be purchased when placing an order for the first exam date.
Training Programme
MODULE 1 – Introduction to the MSF practices
- Practices, processes and service value streams
MODULE 2 – Incident management
- Purpose of the practice.
- Key terms/concepts
- PSFs & key metrics
- Value streams and processes
- Organizations and people
- Information and technology
- Partners and suppliers
- Knowledge check
MODULE 3 – Service Desk
- Purpose of the practice.
- Key terms/concepts
- PSFs & key metrics
- Value streams and processes
- Organizations and people
- Information and technology
- Partners and suppliers
- Knowledge check
MODULE 4 – Monitoring and event management
- Purpose of the practice.
- Key terms/concepts
- PSFs & key metrics
- Value streams and processes
- Organizations and people
- Information and technology
- Partners and suppliers
- Knowledge check
MODULE 5 – Problem management
- Purpose of the practice
- Key terms/concepts
- PSFs & key metrics
- Value streams and processes
- Organizations and people
- Information and technology
- Partners and suppliers
- Knowledge check
MODULE 6 – Service request management
- Purpose of the practice
- Key terms/concepts
- PSFs & key metrics
- Value streams and processes
- Organizations and people
- Information and technology
- Partners and suppliers
- Knowledge check
MODULE 7 – Practice capability development
- ITIL maturity model
- ITIL guiding principles
- Knowledge check
