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Master five essential ITIL practices and integrate them effectively into value streams
The compact Monitor, Support & Fulfil (MSF) training is designed for professionals who want to understand key ITIL® 4 practices in depth and apply them successfully within their organization. This practical module focuses intensively on five essential practices of the ITIL framework:
- Service Desk
- Incident Management
- Problem Management
- Service Request Management
- Monitoring & Event Management
You learn the purpose, key concepts, activities, and success factors of each practice and understand how they seamlessly integrate into your organization’s value streams. The training follows the SERVIEW Workbook Principle® – interactive, visual, and immediately applicable. After passing the exam, you only need the ITIL module Create, Deliver & Support (CDS) to earn the ITIL® 4 Practice Manager designation.
What our experienced trainers will teach you
- how the five MSF practices function and interact
- how to improve Service Desk, Incident Management, and Problem Management
- how to build an effective Service Request Management practice
- how Monitoring & Event Management ensures stable IT operations
- how to integrate practices into end‑to‑end value streams
- which roles, KPIs, and success factors are essential
- how to prepare effectively for the combined MSF exam
Your benefits at a glance
- one training instead of five individual practice courses
- strong focus on operational service excellence
- ideal preparation for the Practice Manager career path
- PeopleCert‑accredited content with high exam reliability
- intensive practical knowledge for immediate application
Seminar content
Service Desk
- communication models and interaction
- efficient ticket handling
- user experience and service quality
Incident Management
- rapid service restoration
- prioritization and escalation
- structured incident workflows
Problem Management
- root cause analysis and known error handling
- preventive measures
- interfaces to Incident and Change
Service Request Management
- standardized service requests
- automation and self‑service
- defined processes and workflows
Monitoring & Event Management
- event detection and correlation
- monitoring of critical services
- early error prevention
Integration into value streams
- role of the practices within the SVS and SVC
- understanding end‑to‑end service flow
- success factors for stable operations
Exam preparation
- exam structure and question selection
- strategies and tips for successful certification
Target audience
- IT support and service desk staff
- incident, problem, and request managers
- monitoring teams and IT operations
- ITSM professionals and service managers
- aspiring ITIL® 4 Practice Managers
Prerequisites
- successfully completed ITIL® 4 Foundation
Exam details (PeopleCert)
- Duration: 90 minutes
- Questions: 60 multiple‑choice questions
- Passing score: 39 points (65%)
- Aids: none
- Exam language: English
- Format: online exam (voucher valid for 12 months)
- Certification body: PeopleCert
Seminar price
- Training: €1,845.00 per person plus VAT
- Exam fee: €359.00 per person plus VAT
- Education package: €69.00 per person plus VAT
- Official e‑book: €69.00 per person plus VAT
Additional schedule information:
- Location: Frankfurt am Main
- Date: 18.03.2026 – 20.03.2026
- Duration: 3 days
- Time: 09:00 – 17:00
- Total price: €2,342.00 (€2,786.98 incl. VAT)
Note
This course is conducted by SERVIEW GmbH. ITIL® is a registered trademark of AXELOS Limited. All rights reserved.
