ITIL® 4 Specialist: Monitor, Support, Fulfil (MSF) – Accredited Training with Certification Exam
Course code:
ITIL® 4 Specialist: Monitor, Support, Fulfil (MSF) – Accredited Training with Certification Exam - Dates and application
First training day: 3 August 2026 , Additional training days: 4., 5.
Applying for closed-group training
Enrolment without a date
The professional development program, 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 enterprise 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 certification (or ITIL® 4 MP Transition)
Monitor, Support, Fulfil (MSF) is focusing on and covering the following objectives, so participants, upon completing this comprehensive program, 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 enterprise’s service value streams
- Identify competencies required for all activities in relevant service management practices and correspondent roles in the enterprise
- 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 program 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. ?he role of partners and suppliers in the practice.
2.6. ?ow 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.
ITIL® 4 Specialist: Monitor, Support, Fulfil Examination
- Time Allocation: 90 minutes
- Number of Questions: 60
- Passing Score: 39
- Passing Threshold: 65%
- Online Delivery: Yes
- Proctored: Yes
- Reference Materials: Closed book
- Bloom's Taxonomy Levels: 1 & 2
Accredited MSF training programme prerequisite: Yes
The programme fee includes the examination fee of 208,500 HUF + VAT, which comprises a mandatory digital textbook (eBook) and official training materials.
Take2 Option: For an additional 19,500 HUF + VAT, you can retake the examination once.
The ITIL® 4 Specialist certificate has a validity period of 3 years. Certified professionals wishing to maintain their certification status must successfully complete the practitioner re-examination.
Instructors
Do you have any questions about the training?
I really liked the structure of the training and the style of the instructor. I really liked the subject-matter of the whole two days.
Mónika Bogenfürst
Mercedes-Benz Hungária Kft.