ITIL® 4 Specialist: Monitor, Support, Fulfil

ITIL® 4 Specialist: Monitor, Support, Fulfil

Master five essential ITIL 4 practices in one 3-day course. The MSF module covers Incident Management, Service Desk, Problem Management, Monitoring and Event Management, and Service Request Management - a key step toward Practice Manager certification.

  • Live, Instructor-led Virtual Class
  • Official Exam Voucher Included
  • Take2 Re-Sit Option Included
  • Office Hours Support
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ITIL® 4 Specialist: Monitor, Support, Fulfil Overview

The ITIL® 4 Specialist: Monitor, Support and Fulfil (MSF) course combines five essential ITIL® 5 practices: Incident Management, Service Desk, Service Request Management, Monitoring and Event Management, and Problem Management. MSF is a key step toward the ITIL® 4 Practice Manager designation and is ideal for IT professionals working in service operations and support.

Training Key Features

  • Live, Instructor-led Virtual Class
  • Official Exam Voucher Included
  • Take2 Re-Sit Option Included
  • Office Hours Support
  • Digital Course Materials
  • Certificate of Completion
  • Post-Training Support Until You Pass

Skills Covered

  • Service Monitoring & Event Management
  • Incident & Problem Management
  • Service Desk & Request Management
  • Value Optimization & Integration
  • Continual Improvement & Governance

ITIL Certification Pathway

Foundation

Practice Manager

You are here

Managing Professional

Strategic Leader

Master

Benefits

ITIL certification is a sought-after requirement for professionals who want to master IT service management - and the roles it unlocks pay well above the all-occupations median.

Designation
Annual Salary
IT Support Specialist
$40,980
$61,860
$100,540
MinAverageMax

Source: U.S. Bureau of Labor Statistics, Occupational Employment and Wage Statistics (May 2025) - national 10th percentile / median / 90th percentile annual wages

Training Options

Choose the format that fits how you learn.

Preferred

On-Demand (Self-Paced)

Self-paced online learning

$890
  • Self-Paced On Demand Access
  • Official Exam Voucher Included
  • Take2 Re-Sit Option Included
  • 6 Months Access to Materials
  • Learn at Your Own Pace
  • Digital Course Materials
  • Email Support

Live Online

Live instructor-led training

$1,795
  • Live, Instructor-led Virtual Class
  • Official Exam Voucher Included
  • Take2 Re-Sit Option Included
  • Office Hours Support
  • Digital Course Materials
  • Certificate of Completion
  • Post-Training Support Until You Pass

Corporate / Group

Customized training for your organization

Contact Us
  • Customized Training Content
  • Flexible Scheduling
  • On-site or Virtual Delivery
  • Volume Discounts Available
  • Dedicated Account Manager
  • Post-Training Support
  • Exam Vouchers for All Attendees
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Exam Retake Voucher

Retaking this exam? Exam-only vouchers for previous candidates.

$514
  • Official PeopleCert exam voucher
  • For exam retakes only
  • Previous exam voucher number required at checkout
  • 12 Month Expiration

Best For:

Previous candidates who need to re-sit this exam

Course Curriculum

Course Content

Synced from the PassionIT LMS
01Getting Started
  • Accessing Your PeopleCert Materials
  • Accessing Your PassionIT Materials
02Episodes
  • ITIL®4 MSF EP. 12 Incident Management in the Four Dimensions21:34
  • ITIL®4 MSF Ep. 1 Expectations22:34
  • ITIL®4 MSF Ep. 2 What You Will Learn19:44
  • ITIL®4 MSF Ep. 3 Processes and Value Streams16:13
  • ITIL®4 MSF Ep. 4 Incident Resolution16:03
  • ITIL®4 MSF Ep. 5 Incident Management21:03
  • ITIL®4 MSF EP. 6 Incident Models, Major Incidents and Swarming17:44
  • ITIL®4 MSF EP. 7 Using Workarounds in Incident Management9:35
  • ITIL®4 MSF EP. 8 Practice Success Factors (PSFs) for Incident Management27:23
  • ITIL®4 MSF EP. 9 Key Metrics for Incident Management10:02
  • ITIL®4 MSF EP. 10 Incident Management in Four Dimensions Value Streams and Processes19:31
  • ITIL®4 MSF EP. 11 Incident Management in the Four Dimensions Organizations and People18:00
  • ITIL®4 MSF Ep. 13 Third Parties13:46
  • ITIL®4 MSF Ep. 14 Incident Management Quiz21:22
  • ITIL®4 MSF Ep. 15 Service Desk Review25:30
  • ITIL®4 MSF Ep. 16 Service Desk PSFs20:35
  • ITIL®4 MSF Ep. 17 Four Dimensions...Value Streams and Processes20:01
  • ITIL®4 MSF Ep. 18 Value Streams9:08
  • ITIL®4 MSF Ep. 19 Service Desk Organizations and People23:42
  • ITIL®4 MSF Ep. 20 Four Dimensions Information and Technology9:19
  • ITIL®4 MSF Ep. 21 Four Dimensions.Partners and Suppliers16:29
  • ITIL®4 MSF Ep. 22 Quiz21:36
  • ITIL®4 MSF Ep. 23 Intro to Monitoring and Event Management23:02
  • ITIL®4 MSF Ep. 24 Monitoring and Event Management PSFs23:34
  • ITIL®4 MSF Ep. 25 How Monitoring Feeds Events17:37
  • MSF EP 6 Incident Models Major Incidents and Swarming17:44
  • MSF EP 7 Using Workarounds in Incident Management9:35
  • MSF EP 9 Key Metrics for Incident Management10:02
  • MSF EP 10 Incident Management in Four Dimensions Value Streams and Processes19:31
  • MSF EP 11 Incident Management in the Four Dimensions Organizations and People18:00
  • MSF EP 12 Incident Management in the Four Dimensions21:34
  • MSF EP 26 Monitoring Event Management Events Event Management24:47
  • MSF EP 27 Monitoring Event Management in the Four Dimensions Value Streams Processes27:36
  • MSF EP 28 Monitoring Event Management in th Fo13:40
  • MSF EP 29 Monitoring Event Management in the Four Dimensions Information Technology15:58
  • MSF EP 30 Monitoring Event Management in the Four Dimensions Partners Suppliers26:35
  • MSF EP 31 Monitoring Event Management Practice Quiz20:02
  • MSF EP 32 Problem Management Introduction Purpose.mp413:43
  • MSF EP 33 Problem Management Practice Success Factors PSFs23:32
  • MSF EP 34 Problem Management Three Phases17:29
  • MSF EP 35 Problem Management Concepts Responses17:31
  • MSF EP 36 Problem Management Known Errors Workarounds13:22
  • MSF EP 37 Problem Management in the Four Dimensions Value Streams Processes19:49
  • MSF EP 38 Problem Management in the Four Dimensions Organizations People13:52
  • MSF EP 39 Problem Management in the Four Dimensions Information Technology8:38
  • MSF EP 40 Problem Management in the Four Dimensions Partners Suppliers12:59
  • MSF EP 41 Problem Management Quiz24:27
  • MSF EP 42 Service Request Management Intro Purpose26:26
  • MSF EP 43 Service Request Management Concepts22:55
  • MSF EP 44 Service Request Management Practice Success Factors18:25
  • MSF EP 45 Service Request Management in Four Dimensions Value Streas and Processes21:26
  • MSF EP 46 Service Request Management in Four Dimensions Organizations and People11:17
  • MSF EP 47 Service Request Management in Four Dimensions Information Technology11:50
  • MSF EP 48 Service Request Management in Four Dimensions Partners Suppliers22:08
  • MSF EP 49 Service Request Management Quiz19:43
  • MSF EP 50 Practice Capability Development and Maturity19:53
  • MSF EP 51 Design of the Capability Criteria19:44
  • MSF EP 52 Developing a Capability18:35
  • MSF EP 53 Capability Maturity Quiz17:32
03Wrap Up
  • Course Feedback
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Frequently Asked Questions

Prerequisites
To be eligible to take this, applicants should have:

  • - ITIL® Foundation Certificate in IT Service Management OR ITIL® 4 Managing Professional Transition Certificate

  • - Training through an Accredited Training Organization

Exam Format

Format: Multiple Choice

Rules: Closed-book exam

Duration: 90 minutes

Content: 60 questions (60 marks)

Passing Score: 39/60 (65%)
Who Should Take the ITIL® 4 Specialist: Monitor, Support, Fulfil course?

    This training and certification is designed for:

  • - ITSM managers, aspiring managers, and practitioners looking to strengthen their ITSM expertise using the ITIL® 4 framework
  • - ITSM professionals seeking to validate their skills in cross-practice collaboration and value stream optimization
  • - Individuals working toward the ITIL® 4 Practice Manager and/or ITIL® Master designation
How does this course fit into the ITIL® Certification path?
It forms part of the ITIL® 4 Practice Manager stream, helping professionals gain practical competence in delivering reliable, high-quality IT services.
How Your Learning Experience Works?
1. Instant Access: Begin learning immediately after enrollment

2. Self-Paced Study: Progress through the materials at your convenience

3. Comprehensive Preparation: Review course materials and take practice exams

4. Certification: Schedule your exam using the included voucher when you're ready

5. Career Advancement: Add your certification to your resume and LinkedIn profile
What is The Take2 Option?
Take2 provides you with a second exam attempt if needed. When you add this option at checkout, you're automatically enrolled in our Guaranteed to Pass Program, giving you complete peace of mind.

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