ITIL® Version 5 Practice Manager – Monitor, Support & Fulfil (MSF) – Training & Certification

Monitor services reliably, deliver professional support & fulfil requests efficiently

The ITIL® Version 5 Practice Manager – Monitor, Support & Fulfil (MSF) module is designed for professionals who want to apply ITIL Version 5 directly and effectively in day‑to‑day operations.
It is one of the three Practice Manager modules and can be combined with ITIL Version 5 Transformation to earn the ITIL® Version 5 Practice Manager designation.

This training provides practical, real‑world guidance for delivering stable services, fast incident recovery, effective support structures and transparent request fulfilment.
The module focuses on operational excellence and shows how modern service organisations ensure stability, responsiveness and user‑centric support.

What you learn in the ITIL® Version 5 Practice Manager – Monitor, Support & Fulfil

In this course, you gain deep knowledge on how digital services are:

• monitored
• supported
• and fulfilled

through professional, structured operational practices.

The module is built around five key Practices:

• Monitoring & Event Management
• Service Desk
• Incident Management
• Problem Management
• Service Request Management

Together, they form the foundation of a stable, proactive and user‑focused service operation.

You will learn how Monitoring & Event Management acts as a central control function, making service status, deviations and performance visible early enough to prevent failures and optimise operations.

Another major focus lies on effective support:
How the Service Desk operates as the central contact point, how incidents are handled efficiently and how Problem Management helps eliminate recurring issues.

In the area of Fulfilment, you learn how standardised service requests are delivered transparently, efficiently and with consistent quality — increasing satisfaction for users and business units.

The course also shows how all these Practices work together as an integrated operational system, linked through clear roles, responsibilities and result‑driven processes.

After completing the course, you will be able to use ITIL Version 5 MSF to ensure stable services, improve user satisfaction and embed continual improvement into daily operations.

Our experienced trainers will show you how to:

• use Monitoring & Event Management as a proactive control mechanism
• structure and improve Service Desk operations
• restore service availability quickly via efficient Incident Management
• eliminate recurring disruptions with Problem Management
• fulfil requests transparently, efficiently & user‑centric
• use MSF Practices as an integrated operational system
• measure operational performance & drive continual improvement
• prepare effectively for the ITIL® Version 5 MSF certification exam

Your benefits at a glance

• practical and operationally focused ITIL V5 training
• clear structures for monitoring, support & fulfilment
• improved stability, service quality & responsiveness
• consistent support experience for users and customers
• best practices for daily service management
• official PeopleCert certificate & exam voucher included

Course Contents

Monitoring & Event Management

• proactive detection of deviations & service risks
• technical & organisational monitoring
• full lifecycle visibility of availability & performance

Service Desk

• operating an efficient, user‑centric contact point
• communication, triage & ticket handling
• coordination across teams and stakeholders

Incident Management

• rapid service restoration
• structured incident prioritisation & escalation
• improving response times & reducing downtime

Problem Management

• identifying and analysing recurring issues
• root cause analysis (RCA)
• long‑term prevention and stability optimisation

Service Request Management

• standardised fulfilment processes
• transparency & consistency in request delivery
• balancing efficiency & flexibility

Integration with Governance & Transformation

• clear roles & responsibilities
• operational measurements & continual improvement
• aligning MSF with value streams & transformation initiatives

Target Audience

This course is ideal for:

• IT operations & support staff
• Service Desk agents & team leads
• Incident, Problem & Request Management roles
• operational service & product teams
• coordinators & team leaders
• interface roles between IT and business units
• professionals aiming to improve service quality & stability

Prerequisites

• successful completion of ITIL® 4 Foundation or ITIL® Version‑5 Foundation

Exam Details (PeopleCert)

• Duration: 90 minutes
• Format: 60 multiple‑choice questions
• Passing score: 39 points (65%)
• Open book: no
• Language: German or English
• Delivery: online via Web‑Based Exam Driver
• Voucher validity: 12 months

More details:
https://www.peoplecert.org/ways-to-get-certified/web-based-exam-driver-guidelines

Course Price

• Training: from €1,890.00 p.p. excl. VAT
• Learner Package: €529.00 p.p. excl. VAT
• Exam voucher: included

Notice

This course is delivered by SERVIEW GmbH.
ITIL® is a registered trademark of AXELOS Limited.
All rights reserved.