ITIL® 4 Practice Manager: Monitor, Support and Fulfil (MSF)
This module provides participants with a deeper understanding of the key concepts, principles, value, and challenges of the five ITIL® Management Practices: Incident Management, Service Desk, Service Request Management, Monitoring and Event Management, and Problem Management. It provides participants with best-practice guidance at both the strategic and operational levels to maximize the value of these practices.
Key Topics
This training provides you with in-depth insight into the following five ITIL® Practices:
- Service Desk
- Incident Management
- Problem Management
- Service Request Management
- Monitoring & Event Management
Objectives
You will learn the following about each of the practices listed:
- The key concepts of the practice
- The processes of the practice
- The roles and competencies of the practice
- How information and technology support and enable the practice
- The role of partners and suppliers in the practice
- How the ITIL Competency Model can be used to develop the practice
- Recommendations for the practice’s success
- Understanding the processes and value streams of the Monitor, Support, and Fulfil practices
Prerequisites
ITIL® 4 Foundation or ITIL® Foundation (Version 5) Certificate
ITIL® is a registered trademark of PeopleCert, used with permission from PeopleCert.
Target Audience
- Individuals who want to continue their service management journey
- ITSM managers and future ITSM managers
- ITSM practitioners involved in the day-to-day operations of IT-supported and digital products and services, as well as those responsible for end-to-end service delivery.
- Existing ITIL-certified professionals who wish to further develop their knowledge.
- For all professionals who wish to demonstrate and validate their skills in a specific practice.
Certificate
The ITIL® 4 Practice Manager: Monitor, Support, and Fulfil certificate is awarded by Peoplecert
Exam languages: English and German
The exam voucher is included in the course fee.
To earn the ITIL® 4 Practice Manager certification, you must also have the ITIL® 4 Create, Deliver, and Support certificate is required.
To earn the ITIL® Practice Manager (Version 5) certification, you must also obtain the ITIL® Transformation (Version 5) certification is also required.
Course Materials
The course materials are in English and are provided on the Peoplecert learning platform.
The ITIL® 4 Practice Manager: Monitor, Support, and Fulfill materials include:
- Student Workbook
- Slide Deck
- Relevant Practice Guides
- Practice Exam
- ITIL® Glossary
Execution
- Class with max. 15 participants
- Can be carried out with the following simulations:
ITIL®
- ITIL® Foundation (Version 5)
- ITIL® AI Governance (Version 5)
- ITIL® Managing Professional Package (Version 5)
- ITIL® Strategic Leader Package (Version 5)
- ITIL® Practice Manager Package (Version 5)
- ITIL® Product (Version 5)
- ITIL® Service (Version 5)
- ITIL® Experience (Version 5)
- ITIL® Strategy (Version 5)
- ITIL® Transformation (Version 5)
- ITIL® Managing Professional Transition (Version 5)
- ITIL® 4 Foundation
- ITIL® 4 Managing Professional Package
- ITIL® 4 Create, Deliver and Support (CDS)
- ITIL® 4 Direct, Plan and Improve (DPI)
- ITIL® 4 Drive Stakeholder Value (DSV)
- ITIL® 4 High-Velocity IT (HVIT)
- ITIL® 4 Digital and IT-Strategy (DITS)
- ITIL® 4 Practice Manager: Collaborate, Assure & Improve (CAI)
- ITIL® 4 Practice Manager: Monitor, Support and Fulfil (MSF)
- ITIL® 4 Practice Manager: Plan, Implement and Control (PIC)
- ITIL® 4 Specialist: IT Asset Management