ITIL® 4

ITIL 4 Practices:
Monitor, Support and Fulfil
Syllabus

February
2023
2 ITIL 4 Monitor, Support, and Fulfil Practices Syllabus

Contents
1 INTRODUCTION 3

2 EXAM OVERVIEW 4

3 QUESTION TYPES 5

4 ITIL 4 MONITOR, SUPPORT, AND FULFIL PRACTICES SYLLABUS 6

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3 ITIL 4 Monitor, Support, and Fulfil Practices Syllabus

1 Introduction

The purpose of this document is to outline:

● the learning outcomes of the ITIL 4 Monitor, Support, and Fulfil Practices qualification
and the assessment criteria that a candidate is expected to meet for each learning
outcome (with references to the 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 publications)
● the examination design, in terms of question types to be used, exam duration, and
administrative considerations
● the weightings (number of questions) across learning areas and ‘Bloom’s level’ (level of
cognitive processing required to answer the question/task, according to Bloom’s
(revised) taxonomy). Sections labelled NE are non-examinable.

The target audience for this document is:

Candidates taking the ITIL 4 Monitor, Support and Fulfil Practices qualification.

This module compiles for the candidates the understanding of the key concepts, principles, value
and challenges of ITIL 4’s five management practices, namely, the ITIL 4 Incident Management
Practice, the ITIL 4 Service Desk Practice, the ITIL 4 Service Request Management Practice, the
ITIL 4 Monitoring and Event Management Practice, and the ITIL 4 Problem Management Practice. It
is intended to provide candidates with best practice guidance at both strategic and operational
levels of maximizing value from the Practices.

The ITIL 4 Monitor, Support, and Fulfil Practices module is structured and aligned around the ITIL
framework. The examination is intended to assess whether the candidate can demonstrate
sufficient understanding and application of the concepts covered in the 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
publications.

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4 ITIL 4 Monitor, Support, and Fulfil Practices Syllabus

2 Exam Overview

Material None This is a ‘closed book’ exam. The ITIL 4 ITIL 4 Incident
allowed 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 publications should be used for study but is NOT
permitted to be used in the exam.
Exam duration 90 minutes Candidates taking the exam in a language that is not their
native or working language may be awarded 25% extra time, i.e.
113 minutes in total.
Number of 60 marks There are 60 questions, each worth 1 mark. There is no negative
marks marking.
Provisional 65% You need to answer 39 questions correctly to pass the exam
Pass mark
Level of Bloom’s levels “Bloom’s level” describes the type of thinking needed to answer
thinking 2&3 the question. For Bloom’s 2 questions, you need to show
understanding of the concepts, methods and principles of the
ITIL 4 Monitor, Support, and Fulfil Practices module. For
Bloom’s 3 questions, you need to demonstrate application of
these concepts, methods and principles of the ITIL 4 Monitor,
Support, and Fulfil Practices module.
Question Standard The questions are all ‘multiple choice’.
types classic, For the ‘standard classic’ questions, you have a question and
Negative, & List four answer options.
‘Negative’ questions are ‘standard’ questions in which the stem
is negatively worded.
For the ‘list’ questions, there is a list of four statements and
you have to select two correct statements from the list.

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5 ITIL 4 Monitor, Support, and Fulfil Practices Syllabus

3 Question Types

Example ‘standard’ OTQ: Example ‘negative standard’ OTQ:

Which is a source of best practice? Which is NOT a defined area of value?
a) Q
b) P a) Q
c) R b) P
d) S c) R
d) S

NOTE: Negative questions are only used as an

exception, where part of the learning outcome is to
know that something is not done or should not occur.

Example ‘list’ OTQ:

Which TWO statements about service asset and
configuration management are CORRECT?

1. It does Q
2. It does P
3. It does R
4. It does S

a) 1 and 2
b) 2 and 3
c) 3 and 4
d) 1 and 4

NOTE: Two of the list items are correct. List style

questions are never negative.

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6 ITIL 4 Monitor, Support, and Fulfil Practices Syllabus

4 ITIL 4 MONITOR, SUPPORT, AND FULFIL PRACTICES

SYLLABUS
The table below specifies the learning outcomes of the ITIL 4 Monitor, Support, and Fulfil Practices
qualification, and the assessment criteria used to assess a candidate’s achievement of these
learning outcomes, subsequent to a course of study.
Note: Principal book references are in parentheses where each practice guide is referenced with
an abbreviation where INM stands for Incident Management, SD: Service Desk, SRM: Service
Request Management, MEM: Monitoring and Event Management, PRM: Problem Management. These
refer to the section, but not the subsections within it. All tables that fall within the references of
a particular assessment criterion/sub-criterion should be considered as within scope. Figures will
be explicitly referenced.
The verb for each assessment criterion indicates the Bloom’s level (BL): ‘Describe’/‘Explain’,
indicates Level 2 understanding/comprehension, and ‘Know how to’/‘Apply’/‘Identify’/‘Carry Out’
indicates Level 3 application.

Learning Area Learning Assessment Criteria Bloom’s Marks

Outcome Level
1. Incident 1.1 The key 1.1.1 Explain the purpose of 2 12
Management concepts of the the practice (INM: 2.1)
(INM) practice
1.1.2 Describe the practice 2
success factors (PSF) & key
metrics of the practice
(INM: 2.4 -2.4.3, 2.5)
1.1.3. Explain the key 2
terms/concepts:
a) incident
b) incident model
c) major incident
d) workaround
e) technical debt
f) task priority
g) prioritization
(INM: 2.2, 2.4.2-2.4.2.1)
1.2 The processes 1.2.1 Describe inputs and 2
of the practice outputs of the processes
(INM: Tables 3.1, table 3.3)

1.2.2 Describe the key 2

activities of the processes
(INM: table 3.2, table 3.4)

1.2.3 Know how to integrate 3

the practice in the
organization’s value streams
(INM: 3.2.3)

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7 ITIL 4 Monitor, Support, and Fulfil Practices Syllabus

Learning Area Learning Assessment Criteria Bloom’s Marks

Outcome Level

1.3 The roles and 1.3.1 Describe the 2

competences of responsibilities of the key roles
the practice of the practice:
a) Incident manager
b) Other roles involved in
Incident management
(INM: 4.1.1, 4.1.2, table 4.2)
1.3.2 Know how to position the 3
practice in the organizational
structure [ INM: 4.2 (including
all subsections & tables)]
1.4 How 1.4.1 Explain the tools 2
information and application
technology (INM: table 5.1)
support and
enable the
practice
1.4.2 Apply the 3
recommendations on
automation
(INM: 5.2)
1.5 The role of 1.5.1 Explain the 2
partners and dependencies of the practice
suppliers in the on third parties (INM: 6)
practice
1.5.2 Explain how partners 2
and suppliers can support the
practice (INM: 6)
1.6 How the ITIL 1.6.1 Explain how capability 2
capability model criteria support the practice
can be used to capability development
develop the (INM: 7.1, 7.3)
practice
1.7 The 1.7.1 Understand the 3
recommendations recommendations for incident
for the practice management success and
success how they are supported by the
ITIL guiding principles (INM: 8)
2. Service 2.1 The key 2.1.1. Explain the purpose of 2 12
Desk concepts of the the practice (SD: 2.1)
(SD) practice
2.1.2 Describe the practice 2
success factors (PSF) & key
metrics of the practice
[SD: 2.4 (including
subsections), 2.5]
2.1.3. Explain the key 2
terms/concepts:

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8 ITIL 4 Monitor, Support, and Fulfil Practices Syllabus

Learning Area Learning Assessment Criteria Bloom’s Marks

Outcome Level
a) Communication channels
characteristics
(SD: 2.2.1, table 2.2)
b) Omnichannel
communications (SD: 2.2.1)
c) Service empathy (SD:
2.2.2)
d) Moment of truth (SD: 2.2.3)
(SD: 2.2 – 2.2.3)
2.2 The processes 2.2.1 Describe inputs and 2
of the practice outputs of the processes
(SD: table 3.1, table 3.3, table
3.5)
2.2.2 Describe the key 2
activities of the processes
(SD: table 3.2, table 3.4, table
3.6)
2.2.3 Know how to integrate 3
the practice in the
organization’s value streams
(SD: 3.2.3)
2.3 The roles and 2.3.1 Describe the 2
competences of responsibilities of the key roles
the practice of the practice [SD: 4.1 – 4.1.1
(including tables)]
2.3.2 Know how to position the 3
practice in the organizational
structure (SD: 4.2.1, 4.2.2)
2.4 How 2.4.1 Explain the tools 2
information and application
technology (SD: table 5.1)
support and
enable the
practice

2.4.2 Apply the 3

recommendations on
automation
(SD: 5.2 – 5.2.1)
2.5 Τhe role of 2.5.1 Explain the 2
partners and dependencies of the practice
suppliers in the on third parties (SD: 6)
practice
2.5.2 Explain how partners 2
and suppliers can support the
practice (SD: 6)
2.6 Ηow the ITIL 2.6.1 Explain how capability 2
capability model criteria support the practice
can be used to capability development
develop the (SD: 7.1, 7.3)
practice
2.7 The 2.7.1 Understand the 3
recommendations recommendations for the

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9 ITIL 4 Monitor, Support, and Fulfil Practices Syllabus

Learning Area Learning Assessment Criteria Bloom’s Marks

Outcome Level
for the practice service desk practice success
success and how they are supported
by the ITIL guiding principles
(SD: 8, table8.1)
3. Service 3.1 The key 3.1.1. Explain the purpose of 2 12
Request concepts of the the practice (SRM: 2.1)
Management practice
(SRM)
3.1.2 Describe the PSFs & key 2
metrics of the practice (SRM:
2.4 including subsections, 2.5
including subsections)

3.1.3. Explain the key 2

terms/concepts:
a) Service request and its
main characteristics
b) Service request model
c) Request catalogue
(SRM: 2.1 including
subsections, 2.2 including
subsections)
3.2 The processes 3.2.1 Describe inputs and 2
of the practice outputs of the processes
(SRM: Tables 3.1, 3.3)
3.2.2 Describe the key 2
activities of the processes
(SRM: Tables 3.2, 3.4)
3.2.3 Know how to integrate 3
the practice in the
organization’s value streams
(SRM: 3.2.4)
3.3 The roles and 3.3.1 Describe the 2
competences of responsibilities of the key roles
the practice of the practice (SRM: 4.1)
3.3.2 Know how to position the 3
practice in the organizational
structure (SRM:4.2)
3.4 How 3.4.1 Explain the tools 2
information and application (SRM table 5.1)
technology
support and
enable the
practice
3.4.2 Apply the 3
recommendations on
automation (SRM: 5.2)
3.5 The role of 3.5.1 Explain the 2
partners and dependencies of the practice
on third parties (SRM: 6.1)

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10 ITIL 4 Monitor, Support, and Fulfil Practices Syllabus

Learning Area Learning Assessment Criteria Bloom’s Marks

Outcome Level
suppliers in the
practice
3.5.2 Explain how partners 2
and suppliers can support the
practice (SRM: 6.2)
3.6 How the ITIL 3.6.1 Explain how capability 2
capability model criteria support the practice
can be used to capability development
develop the (SRM: 7.1, 7.3)
practice
3.7 The 3.7.1 Understand the 3
recommendations recommendations for service
for the practice request management success
success and how they are supported
by the ITIL guiding principles
(SRM: 8)
4. Monitoring 4.1 The key 4.1.1. Explain the purpose of 2 12
and Event concepts of the the practice (MEM: 2.1)
Management practice
(MEM)
4.1.2 Describe the practice 2
success factors (PSF) & key
metrics of the practice (MEM:
2.4 including subsections, 2.5)
4.1.3. Explain the key 2
terms/concepts:
a) Event
b) Monitoring
c) Types of monitoring
d) Metric
e) Threshold
f) Alert
g) Informational, Warning, and
Exception events
(MEM: 2.2, Figure 2.1, table
2.1)
4.2 The processes 4.2.1 Describe inputs and 2
of the practice outputs of the processes
(MEM: Tables 3.1, 3.3, 3.5)
4.2.2 Describe the key 2
activities of the processes
(MEM: Tables 3.2, 3.4, 3.6)
4.2.3 Know how to integrate 3
the practice in the
organization’s value streams
(MEM: 3.2.2)
4.3 The roles and 4.3.1 Describe the 2
competences of responsibilities of the key roles
the practice of the practice (MEM: 4.1)

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11 ITIL 4 Monitor, Support, and Fulfil Practices Syllabus

Learning Area Learning Assessment Criteria Bloom’s Marks

Outcome Level
4.3.2 Know how to position the 3
practice in the organizational
structure (MEM: 4.2)
4.4 How 4.4.1 Explain the tools 2
information and application
technology (MEM: table 5.1)
support and
enable the
practice
4.4.2 Apply the 3
recommendations on
automation (MEM:5.2, 5.3)
4.5 The role of 4.5.1 Explain the 2
partners and dependencies of the practice
suppliers in the on third parties (MEM: 6)
practice
4.5.2 Explain how partners 2
and suppliers can support the
practice (MEM: 6)
4.6 How the ITIL 4.6.1 Explain how capability 2
capability model criteria support the practice
can be used to capability development
develop the (MEM: 7.1, 7.3, Figure 7.2,
practice table 7.2)
4.7 The 4.7.1 Understand the 3
recommendations recommendations for
for practice monitoring and event
success management success and
how they are supported by the
ITIL guiding principles
(MEM: 8, table 8.1)
5. Problem 5.1 The key 5.1.1. Explain the purpose of 2 12
Management concepts of the the practice
(PRM) practice (PRM: 2.1)
5.1.2 Describe the practice 2
success factors (PSF) & key
metrics of the practice
(PRM: 2.4 including
subsections, 2.5)
5.1.3. Explain the key 2
terms/concepts:
a) Problem
b) Known error
c) Problem prioritization
d) Reactive and proactive
problem management
e) Workaround
f) Technical debt
g) Problem model

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12 ITIL 4 Monitor, Support, and Fulfil Practices Syllabus

Learning Area Learning Assessment Criteria Bloom’s Marks

Outcome Level
(PRM: 2.2, 2.2.1-2.2.4)
5.2 The processes 5.2.1 Describe inputs and 2
of the practice outputs of the processes
(PRM: Tables 3.1, 3.4, 3.6,
3.8)
5.2.2 Describe the key 2
activities of the processes
(PRM: Tables 3.3, 3.5, 3.7,
3.9)
5.2.3 Know how to integrate 3
the practice in the
organization’s value streams
(PRM: 3.2.2, 3.2.3 including
subsections)
5.3 The roles and 5.3.1 Describe the 2
competences of responsibilities of the key roles
the practice of the practice:
a) Problem manager
b) Problem coordinator
(PRM: 4.1.1, 4.1.2)
5.3.2 Know how to position the 3
practice in the organizational
structure
(PRM: 4.1, 4.2)
5.4 How 5.4.1 Explain the tools 2
information and application
technology (PRM: table 5.1)
support and
enable the
practice

5.4.2 Apply the 3

recommendations on
automation
(PRM: 5.2.1)
5.5 The role of 5.5.1 Explain the 2
partners and dependencies of the practice
suppliers in the on third parties (PRM: 6)
practice
5.5.2 Explain how partners 2
and suppliers can support the
practice (PRM: 6)
5.6 How the ITIL 5.6.1 Explain how capability 2
capability model criteria support the practice
can be used to capability development
develop the (PRM: 7.1, 7.3, table 7.2)
practice
5.7 The 5.7.1 Understand the 3
recommendations recommendations for problem
for the practice management success and
success how they are supported by the
ITIL guiding principles

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13 ITIL 4 Monitor, Support, and Fulfil Practices Syllabus

Learning Area Learning Assessment Criteria Bloom’s Marks

Outcome Level
(PRM: 8.1 – 8.4)
6 Monitor, 6.1 Understand 6.1.1 Understand the role of NE*
Support, and the processes and the incident resolution service
Fulfil value streams of value stream in the
the Monitor, organization’s service value
Support, and Fulfil system
practices
6.1.2 Understand the role of
the request fulfilment service
value stream in the
organization’s service value
system
6.1.3 Know how the Monitor,
Support, and Fulfil practices
contribute to the incident
resolution service value
stream
6.1.4 Know how the Monitor,
Support, and Fulfil practices
contribute to the request
fulfilment service value stream
6.2 How 6.2.1 Understand what
information and information is exchanged
technology between the Monitor, Support,
support and and Fulfil practices in the
enable the context of the incident
practices resolution and request
fulfilment service value
streams
6.3 6.3.1 Understand the
Recommendations recommendations for the
for the Monitor, Monitor, Support, and Fulfil
Support, and Fulfil practices success and how
practices success they are supported by the ITIL
guiding principles
*Non-Examinable

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