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ITIL® 4 Specialist: Monitor, Support and Fulfil (MSF) – Live Instructor-Led Training

Gain the essential capabilities to manage, monitor, and support modern digital services. Learn from ITIL®-certified experts and earn your next-level certification.
Training format:
  • Delivery: Live Instructor-Led (virtual or in-person)
  • Duration: 3 days (21 contact hours)
  • Format: Interactive lectures, group discussions, quizzes, and mock exam practice
  • Language: English

What is included:
  • Official eBook (PeopleCert)
  • Learner Kit
  • ITIL® 4 MSF Exam Voucher (online proctored exam)
  • Practice exams 
  • Earn 21 PDUs
See Below for Upcoming Dates
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Have questions about upcoming dates or group bookings?
👉 Contact us via support@agilepmhub.com or fill out the form below to request a custom schedule for your team.

Training Schedule

Description

The ITIL® 4 Specialist: Monitor, Support and Fulfil (MSF) module provides IT professionals with the knowledge and practical skills to build effective cross-practice collaboration and deliver end-to-end service value streams. 

This combined practice module brings together five critical ITIL® management practices:

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

You’ll learn how these practices interact and integrate to ensure efficient monitoring, support, and fulfillment of services—maximizing business value and customer satisfaction.

Through interactive instructor-led sessions, practical assignments, and real-life scenarios, participants gain hands-on experience applying ITIL® principles both strategically and operationally.
This training prepares you for the official ITIL® 4 Specialist: Monitor, Support and Fulfil certification exam, part of the ITIL® 4 Practice Manager pathway

Topics Covered

This module combines five key ITIL® 4 management practices, delivered through integrated lessons and practical assignments:

  • ITIL® 4 Incident Management Practice
  • ITIL® 4 Service Desk Practice
  • ITIL® 4 Service Request Management Practice
  • ITIL® 4 Monitoring and Event Management Practice
  • ITIL® 4 Problem Management Practice


Five Modules Included

Learning Objectives

By the end of this training, you’ll be able to:

  • Define the key concepts, principles, and value of the five ITIL® 4 management practices covered in this module.
  • Explain how these practices contribute to effective service delivery, customer experience, and continuous improvement.
  • Integrate the practices within your organization’s service value streams to enable seamless collaboration and operational excellence.
  • Identify interfaces, dependencies, and synergies across the five practices to eliminate silos and improve efficiency.
  • Apply relevant metrics, success factors, and continual improvement methods to measure and enhance performance.
  • Assess and develop the maturity and capability of each practice using the ITIL® Maturity Model.
  • Prepare confidently for the ITIL® 4 MSF certification exam.


Who Should Attend?

Ideal for professionals who manage or deliver digital and IT services, including:

  • Service desk & technical support staff
  • Service desk agents and service desk managers
  • Service owners, operations managers, and ITSM practitioners,
  • Incident, problem, or request fulfillment process owners
  • ITIL® 4 Foundation-certified professionals seeking progression toward Practice Manager or Managing Professional designations.


Training Format

  • Delivery: Live Instructor-Led (virtual or in-person)
  • Duration: 3 days (21 contact hours)
  • Format: Interactive lectures, group discussions, quizzes, and mock exam practice
  • Language: English

What's Included

  • Official eBook (PeopleCert)
  • Learner Kit
  • ITIL® 4 MSF Exam Voucher (online proctored exam)
  • Practice exams
  • Access to learner community
  • Earn 21 PDUs

Choose Your Training Format

Option 1 – Self-Paced eLearning

💻 Learn anytime, at your own pace
  • 12+ hours of content
  • eBook
  • Exam voucher
  • Learner Kit
  • Practice Exam Questions
  • 12 months access to eLearning 
  • Access to learner community
  • Access to the Instructor Q&A Forum to answer your questions while you prepare for certification 

Option 2 – Live Training (Instructor-Led)

🎓 Interactive, coaching-focused experience
  • 3-Day Intensive Training 
  • eBook
  • Exam Voucher
  • Learner Kit
  • Practice Exam Questions
  • Group activities & discussions
  • Real-time coaching & feedback
  • You can reschedule or change your training cohort before your exam voucher is issued
  • Access to learner community
  • Access to the Instructor Q&A Forum to answer your questions while you prepare for certification 

Option 3 – Corporate Training

🏢 Tailored programs for teams and organizations
  • Customized delivery format (eLearning, virtual or in-person)
  • Flexible scheduling to suit your team’s availability
  • Official eBook, Learner Kit, and Exam Voucher included
  • Practice Exam Questions
  • Interactive workshops with real-world case studies
  • Focus on aligning ITIL® practices with your business goals
  • Group discounts available
  • Access to learner community
  • Access to the Instructor Q&A Forum to answer your questions while you prepare for certification 

Training Options

Exam Details

  • Exam body: PeopleCert
  • Duration: 90 minutes (non-native English speakers receive an additional 15 minutes)
  • Format: Multiple-choice, closed book
  • Number of Questions: 60
  • Passing Score: 39 correct answers (65%) or higher
  • Delivery Options: Online proctored exam (available anytime, anywhere through PeopleCert) / Paper-based exam option available upon request

Prerequisites

  • ITIL® 4 Foundation or ITIL® 4 Managing Professional Transition Certificate
  • Training through an Accredited Training Organization.

Why Learn with AGILEPM HUB?

say ITIL® trainings improved their job

quality training

average pass mark

exam success rate
  • Expert-led training – Learn from ITIL®-certified trainers with years of experience delivering accredited ITIL® programs.
  • Proven results – Learners achieve an average pass mark of 92% in the official ITIL® Foundation exam.
  • High success rate – 95% of learners say our ITIL® training improved their job performance.
  • Exceptional trainer quality – 94% quality rating for trainer knowledge and delivery.
  • Comprehensive materials – Official eBook, Learner Kit, and practice exams aligned with ITIL® 4 certification objectives.
  • Flexible learning options – Choose between live instructor-led sessions or self-paced eLearning.
  • AGILEPM HUB is Accredited Training Organization by PeopleCert.
  • Competitive pricing – High-quality, affordable certification training trusted by professionals worldwide.
  • AGILEPM HUB is accredited to deliver all ITIL® training programs. Reach out to us if you can't find them here. 
ITIL-ATO@ AGILEPM HUB
ITIL® and the Swirl logo are registered trademarks of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
AGILEPM HUB is a PeopleCert Accredited Training Organization (ATO) for ITIL® in Hong Kong.
Check our profile page here https://www.peoplecert.org/ways-to-get-certified/ato/agilepm-hub-2762171
Meet the instructor

Aray Kaken

ITIL® 4 Master | PeopleCert Ambassador | Accredited Trainer (Scaled Agile, ICAgile, PMI, PeopleCert)
Aray Kaken is an experienced Agile and Service Management trainer and consultant who has delivered Agile, DevOps, and IT Service Management training to more than 500 professionals across leading global organizations, including Barclays Bank, Lloyds Bank, Cathay Pacific, Costa Coffee, Chanel, and others.
As a PeopleCert Ambassador and ITIL® 4 Master, Aray brings deep expertise in modern service management, digital transformation, and enterprise agility. His sessions are known for being practical, engaging, and results-driven, helping learners not only pass certification exams but also apply ITIL® principles effectively in real-world environments.
Expect clear explanations, relatable examples, and practical frameworks that make ITIL® concepts come alive—guided by an instructor who’s passionate about helping professionals build confidence and deliver measurable impact.
Patrick Jones - Course author

ITIL® Certification Pathway

ITIL 4 certification path scheme
Copyright © PeopleCert. Reproduced under license from PeopleCert. All rights reserved.

Want to learn more about the ITIL® certification path and explore advanced modules?

Frequently asked questions

Do I need ITIL® 4 Foundation before taking this training?

Yes, ITIL® 4 Foundation is a mandatory prerequisite for all ITIL® Specialist modules.

What is included in the training package?

Each enrollment includes:
  • Official ITIL® 4 eBook
  • Official Learner Kit
  • Exam voucher (online proctored or paper-based)
  • Practice exam questions and mock tests

(Note: Learners can reschedule or change cohorts before the exam voucher is issued.)

Who delivers the training?

All sessions are delivered by certified ITIL® trainers with extensive experience in service management and real-world implementation of ITIL® practices.

How can I take the exam?

You’ll receive an official voucher to schedule an online proctored exam with PeopleCert at a time that suits you.

 Will I receive a certificate?

Yes! Upon passing the exam, you will receive an official ITIL® 4 Specialist: Monitor, Support and Fulfil certificate issued by PeopleCert.

Does the certification expire?

All PeopleCert Global Best Practice certifications will need to be renewed after 3 years.
You can choose to renew your certification by passing any ITIL®exam. The renew by date for all of your ITIL® certifications will be extended for three years. Or
You can collect and log CPD points with PeopleCert Plus Membership: An active PeopleCert Plus subscription is required. For ITIL® you will need to submit at least 20 CPD points each year for 3 years consecutively.

Can I reschedule my training date?

Yes, you can reschedule or change your training cohort before your exam voucher is issued. Once the voucher is issued, changes are no longer possible.

Do you offer group or corporate training?

Yes, we offer customized training options for teams and organizations, with flexible delivery formats and group discounts.

What is your pass rate?

Our learners achieve an average exam score of 92%, with a 98% satisfaction rating for trainer knowledge and delivery. Learners who complete all mock exams consistently pass on their first attempt.

Is AGILEPM HUB an accredited provider?

Yes, AGILEPM HUB is PeopleCert Accredited Training Organization (ATO).

Any Questions? Feel Free to Reach out!

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