ITIL4® Specialist: Monitor, Support and Fulfil – MSF

Curriculum

What you will learn

• Duration:60 hours
• 7 modules
• Knowledge test per module
• Official PeopleCert aligned

• 00 Module 0 – Presentation 3 lessons

  • 0.1 Presentation
  • 0.2 Introduction
  • 0.3 Introduction to MSF Practices
• 01 Module 1 – Introduction to Incident Management 12 lessons

  • 1.1 Introduction to Incident Management
  • 1.2 CSFs and Metrics
  • 1.3 Practice Processes
  • 1.4 Practice Value Stream
  • 1.5 Competencies
  • 1.6 Organizational Structure
  • 1.7 Information
  • 1.8 Automation
  • 1.9 Partners and Suppliers
  • 1.10 Capabilities
  • 1.11 Guiding Principles
  • 1.12 Quiz
• 02 Module 2 – Introduction to Service Desk 14 lessons

  • 2.1 Introduction to Service Desk
  • 2.2 User Query Handling
  • 2.3 Communication with Users
  • 2.4 Service Desk Optimization
  • 2.4 Service Desk in Service Value Streams
  • 2.5 People
  • 2.6 Organization
  • 2.7 Information and Technology
  • 2.8 Activity
  • 2.9 Recommendations
  • 2.10 Partners and Suppliers
  • 2.11 Service Desk Capabilities
  • 2.12 Guiding Principles
  • 2.13 Quiz
• 03 Module 3 – Introduction to Monitoring and Event Management 16 lessons

  • 3.1 Purpose of Monitoring and Event Management
  • 3.2 Practice Success Factor and Monitoring Metrics
  • 3.3 Alerts and Events
  • 3.4 Monitoring Planning Process
  • 3.5 Event Handling Process
  • 3.6 Monitoring and Event Management Review
  • 3.7 Value Streams
  • 3.8 The Competency Model
  • 3.9 Organizational Structures and Teams
  • 3.10 Information and Technology
  • 3.11 Activities
  • 3.12 Recommendations
  • 3.13 Partners and Suppliers
  • 3.14 Monitoring and Event Management Capabilities
  • 3.15 Guiding Principles
  • 3.16 Quiz
• 04 Module 4 – Introduction to Problem Management 14 lessons

  • 4.1 Introduction to Problem Management
  • 4.2 Phases of Problem Management
  • 4.3 Problem Models
  • 4.4 Processes
  • 4.5 Value Stream
  • 4.6 People
  • 4.7 Organizations
  • 4.8 Automation
  • 4.9 Activities
  • 4.10 Recommendations
  • 4.11 Partners and Suppliers
  • 4.12 Problem Management Capabilities
  • 4.13 Guiding Principles
  • 4.14 Quiz
• 05 Module 5 – Introduction to Service Request Management 15 lessons

  • 5.1 Key Concepts of Service Request Management
  • 5.3 Scope of Service Request Management
  • 5.4 Practice Success Factors and Metrics
  • 5.5 Practice Processes
  • 5.6 Service Request Fulfilment Value Stream
  • 5.7 Analyzing a Value Stream
  • 5.8 The Competency Model
  • 5.9 Organizational Structures and Teams
  • 5.10 Information and Technology
  • 5.11 Activities
  • 5.12 Recommendations
  • 5.13 Partners and Suppliers
  • 5.14 Service Request Capabilities
  • 5.15 Guiding Principles
  • 5.16 Quiz
• 06 Module 6 – Developing Practice Capability 2 lessons

  • 6.1 Developing Practice Capability
  • 6.2 – About the Exam