ITIL Practitioner courses (Monitor, Support & Fulfill) - MSF

The practices are back baby!

You know the saying, practice what you preach. It couldnt be any more truthful for these courses.

Of all of the ITIL courses, the practices courses offer the most value for money. They allow you to comprehend the knowledge, whilst giving you practical skills to implement the skills when back in the workplace. If you want to make progress, jump on one of these courses, to get your groove on.

How do I know this? Well these practices are what helped HDAA to be resilient and the market leader we are today.


Gain the practical skills from the world’s most accepted framework for IT!

Our latest practice-based modules provide shorter and more flexible training with opportunity to bundle, mix and match the modules. We start with the management practices covered in the ITIL 4 Foundation, based on the practice guides. A management practice is defined as a set of organisational resources designed for performing work or accomplishing an objective. There are 34 ITIL management practices in total, representing some of the most practical resources of the framework.

The individual practices are offered through one-day training or bundled and combined in 5-day training with practical assignments built into the course, to help you apply what you’ve learned in real-life work scenarios. The practices are also enriched with additional guidance on the capability model based on the ITIL 4 maturity model.

You can do the MSF course over a 5 day period covering all five topics, or choose to do them separately.

Monitor, Support & Fulfil (MSF), the first batch of 5 individual practices, consists of: 

As one course (MSF 5 day certification ) - Download course syllabus


As 5 separate courses

So........ take note of this... you can do ONE course at a time!!! Talk about flexibility

 What that means is, if you aren't interested in doing all of the courses, you can just study the course that is of interest to you.

For example do lets say you want to to maybe Incident and Problem, then that's ALL you study. You sign up for those courses that take your fancy. If you want to do all FIVE, great, otherwise pick and choose to suit your skills needs, budget and time. As they are only one day per course, its makes it very easy to sit the courses.

When studying these certifications you can do it in chunks or all at once. If you enroll in the 3 day monitor, support & fulfill course, we cover all five topics, and you then sit the exam for the monitor, support & fulfill.

The combined 5-day course covers all 5 of these ITIL practices. 

To achieve the Practice Manager designation, you will need to have completed 5 individual practices plus the ITIL Specialist: Create, Deliver and Support module, or you will need to have completed the 5-day bundled or combined module plus the ITIL Specialist: Create, Deliver and Support module.

Who are the ITIL Practice Certifications for?

The  individual practice course  is intended for professionals that want to prove and validate their skills in specific practice areas. The combined practice course is aimed towards validating the skills and knowledge of professionals seeking to establish a good cross-practice collaboration and effective service value streams.

Jump on a course today, it will be one of the best things you have learnt since, well the foundation course. See the schedule here, or click on the above links to take you directly to the page for each individual certification.


What are the exams like?

If you plan to do the exam as a MSF course, IE the full course in 5 days then the exam will be as follows:

Examination format for the MSF course (5 topics in 5 days):

  • 60 questions
  • Multiple choice
  • 39 out of 60 marks required to pass (65%)
  • 90 minutes
  • Closed book.


If you plan to do the exams individually, IE incident course one day, Service Desk another (as opposed to the full course in 5 days) then the exams will be as follows:
Examination format For individual practices (one at a time) IE Incident, Problem, Service Desk courses taken at separate times.

  • 20 questions
  • Multiple choice
  • 13 out of 20 marks required to pass (65%)
  • 30 minutes
  • Closed book.

An example question from the incident management exam is shown below:

In which step of the ‘incident handling and resolution’ process does the service desk agent confirm that the user query refers to an incident?

A. Incident classification
B. Incident detection
C. Incident registration
D. Incident diagnosis


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