407 500 HUF + VAT (1 150 EUR + VAT)
Course dates and application
Applying for closed-group training
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The training, based on the ITIL® 4 framework, is a combined module that covers the key concepts of five ITIL® Service Management Practices: Incident Management, Service Desk, Service Request Management, Monitoring and Event Management and Problem Management. Understand the purpose and key concepts of the Monitor, Support, and Fulfil practices, elucidating their importance in maintaining, supporting, and delivering IT services effectively.
The Monitor, Support, Fulfil training is intended for IT service management professionals who are involved in the daily operational work, including delivering the services to consumers and supporting them in case of a service requests or handling failures (incidents, problems), if they occur. The training is also recommended to other interested parties involved in IT services.
ITIL® 4 Foundation Certificate (or ITIL® 4 MP Transition)
Monitor, Support, Fulfil (MSF) is focusing on and covering the following objectives, so participants, upon completing this course, will be able to:
- Explain the purpose of the five MSF practices
- Recall the definitions of the key terms related to the MSF practices
- Explain the practice success factors and associated metrics of the MSF practices
- Explain the dedicate processes of the MSF practices
- Explain how the MSF practices are integrated in the organization’s service value streams
- Identify competencies required for all activities in relevant service management practices and correspondent roles in the organization
- Explain organizational solutions for MSF practices
- Explain what information is needed for effective relevant service management practices
- Identify and explain functional requirements for automation tools of MSF practices
- Explain the role of third parties in the relevant service management practice
- Understand the opportunities offered by involving third parties in MSF practices
ITIL® 4 Specialist: Monitor, Support & Fulfil (MSF) training course will cover the following topics:
1. Incident Management (INM) Practice:
1.1. The key concepts of the practice.
1.2. The processes of the practice.
1.3. The roles and competences of the practice.
1.4. How information and technology support and enable the practice.
1.5. The role of partners and suppliers in the practice.
1.6. How the ITIL® capability model can be used to develop the practice.
1.7. The recommendations for the practice success.
2. Service Desk (SD) Practice:
2.1. The key concepts of the practice.
2.2. The processes of the practice.
2.3. The roles and competences of the practice.
2.4. How information and technology support and enable the practice.
2.5. Τhe role of partners and suppliers in the practice.
2.6. Ηow the ITIL® capability model can be used to develop the practice.
2.7. The recommendations for the practice success.
3. Service Request Management (SRM) Practice:
3.1. The key concepts of the practice.
3.2. The processes of the practice.
3.3. The roles and competences of the practice.
3.4. How information and technology support and enable the practice.
3.5. The role of partners and suppliers in the practice.
3.6. How the ITIL® capability model can be used to develop the practice
3.7. The recommendations for the practice success
4. Monitoring & Event Management (MEM) Practice:
4.1. The key concepts of the practice.
4.2. The processes of the practice.
4.3. The roles and competences of the practice.
4.4. How information and technology support and enable the practice.
4.5. The role of partners and suppliers in the practice.
4.6. How the ITIL® capability model can be used to develop the practice.
4.7. The recommendations for practice success.
5. Problem Management (PRM) Practice:
5.1. The key concepts of the practice.
5.2. The processes of the practice.
5.3. The roles and competences of the practice.
5.4. How information and technology support and enable the practice.
5.5. The role of partners and suppliers in the practice.
5.6. How the ITIL® capability model can be used to develop the practice.
5.7. The recommendations for the practice success.
6. Monitor, Support, & Fulfil (MSF)
6.1. Understand the processes and value streams of the Monitor, Support, & Fulfil practices.
6.2. How information and technology support and enable the practices.
6.3. Recommendations for the Monitor, Support, & Fulfil practices success.
TIL® 4 Specialist: Monitor, Support, Fulfil Exam
- Duration: 90 minutes
- Number of questions: 60
- Success level: 39
- Success percentage: 65%
- Online exam: yes
- Proctored exam: yes
- Closed book policy: yes
- Bloom's Level's: 1 & 2
Completion of an accredited MSF training course is a prerequisite: yes
The price of the course includes the exam fee of 182.500 HUF + VAT, which contains a non-optional digital textbook (eBook) as well as the official training material.
Take2: If you pay 19.500 HUF + VAT, you can resit the exam one additional time.
The ITIL® 4 Specialist certificate has an expiry period of 3 years. Candidates wishing to maintain their certified status must resit their practitioner examination.
Trainers
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