SM ITIL®4 Practitioner: Monitor, Support and Fulfil (MSF)

Course Code: Q3ClaITSM794


3 Day(s)

Course Type

Public or Private

Max Delegates


Delivery Style


Learn how the Monitoring, Support and Fulfil group of ITSM Practices can contribute to value co-creation and how to manage and improve them to achieve this.

Addressing many of the core operational practices (Incident, Problem, Service Request, Monitoring and Event Management and the Service Desk) in IT Service Management, this course enable delegates to better understand and manage the value stream most closely associated with business value day-to-day.

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If you require the content of this event tailored or have around 7 or more people to train it maybe better for you to host a Private Event, please get in touch to discuss this.

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Who is this course for

Delegates that are involved in the management of hardware, software and other assets within the organisation as well as any individual that holds the role of IT Asset Manager. IT Asset Management can benefit anybody that is engaged in the production, acquisition or management of the lifecycle of IT assets.

Purpose of the course

To provide delegates of a solid understanding of the principles, methods and approach to IT the MSF practices.

You will learn how to

  • Understand the Key Concepts of Monitor, Support and Fulfil (MSF) practices.

  • Understand how MSF practices contribute value streams and the processes that they use to do so.

  • Understand MSF practices use of Information and Technology to achieve the practice goals.

  • Understand how partners and suppliers contribute to the MSF practices.

  • Understand the roles and responsibilities that MSF practices often define and make use of.

  • Understand the Practice Success Factors associated with successful MSF and the metrics that demonstrate achievement of these goals.

  • Understand the practice maturity model and how it can be used to improve the service providers MSF practices.


Delegates must have obtained a PASS in the ITIL®4 Foundation Certificate

Benefits for you as an individual

The delegate will gain greater insight into the MSF practices and be able to perform the activities and tasks related to this key business practice.

Benefits for your organisation

The organisation will be able to gain better control over many of the practices required to delivery day-to-day IT services and put into practice the methods and techniques covered by the course.

The Key Concepts of IT Asset Management

  • Purpose & Scope
  • IT Asset Management Terms & Concepts
  • Practice Success Factors & Key Metrics
  • Standard IT Assets
  • Sustainability and IT Asset Management
  • Key Challenges of IT Asset Management

Value Streams and Procesess

  • The ITIL Service Value Chain
  • IT Asset Management Processes
  • Integrating IT Asset Management in the Organisation's Value Streams
  • IT Asset Management & Service Configuration Management

IT Asset Management Roles, Skills & Organisational Solutions

  • Key Skills required for IT Asset Managment
  • Roles of IT Asset Management
  • Positioning IT Asset Managment within an Organisational Structure
  • IT Asset Management & Governance, Compliance, and Policies

Using Information & technology to support IT Asset Management

  • Inputs & Outputs of IT Asset Management
  • IT Asset Register
  • Automation of IT Asset Management

Partners & Suppliers in IT Asset Management

  • The Service Relationship Model
  • Types of Service Relationship
  • The Complexities of Service Relationships
  • Approaches to ITAM across the Organisation

Developing IT Asset Management Capabilities

  • The ITIL Maturity Model
  • The IT Asset Management Capability Criteria
  • IT Asset Management Capability Development
  • Continual Improvement of the IT Asset Management Practice

Additional Exam Information

  • ITIL® 4 Specialist IT Asset Management (ITAM) Examination:

    • Questions: 40

    • Format: Multiple-Choice

    • Duration: 90 Minutes

    • Pass Mark: 26 / 40 (65%)

    • Closed Book

If you are attending a Face to Face course your exam will be a paper-based exam during your course.

If you are attending a Virtual course you’ll be issued an exam voucher to take the exam at a time of your choosing.Please see PeopleCert’s website for the security requirements for the web based exam driver.

This course is eligible for the PeopleCert Take2 scheme, please discuss at point of booking if this is of interest to you.

Please note - it is compulsory to purchase the exam, although discretionary whether you take it.


Review Foundation course materials. In particular reviewing the Incident, Problem, Service Request, Service Desk and Monitoring and Event Management practices would be beneficial.
I found the course very interesting and discovered some things about myself I hadn't thought of before.
- Peter Norman, FirstPort
Informative and good enthusiastic tutor who kept aligning the day and mission with ITSM principles.
- Darren Hadley, National Grid Transco
Adam was so knowledgeable and spoke in ways that were understandable for non IT people (me) could understand he was a breath if fresh air during my period on furlough…
- Faye Mahoney, Tarmac
Adam's training was spot on - he kept checking in on us when we were flagging due to the intensity of the content, and made the content so accessible compared…
- Richard James Thomas, University Of Birmingham
Adam was a great tutor for the 3 days, he was enthusiastic, informative and I could tell he had a very in-depth knowledge about the subject.
- Will Steward

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