0.1 Presentation
0.2 Introduction
0.3 Introduction to MSF Practices

1.1 Introduction to Incident Management
1.2 CSFs and Metrics
1.3 Practice Processes
1.4 Practice Value Stream
1.5 Competencies
1.6 Organizational Structure
1.7 Information
1.8 Automation
1.9 Partners and Suppliers
1.10 Capabilities
1.11 Guiding Principles
1.12 Quiz

2.1 Introduction to Service Desk
2.2 User Query Handling
2.3 Communication with Users
2.4 Service Desk Optimization
2.4 Service Desk in Service Value Streams
2.5 People
2.6 Organization
2.7 Information and Technology
2.8 Activity
2.9 Recommendations
2.10 Partners and Suppliers
2.11 Service Desk Capabilities
2.12 Guiding Principles
2.13 Quiz

3.1 Purpose of Monitoring and Event Management
3.2 Practice Success Factor and Monitoring Metrics
3.3 Alerts and Events
3.4 Monitoring Planning Process
3.5 Event Handling Process
3.6 Monitoring and Event Management Review
3.7 Value Streams
3.8 The Competency Model
3.9 Organizational Structures and Teams
3.10 Information and Technology
3.11 Activities
3.12 Recommendations
3.13 Partners and Suppliers
3.14 Monitoring and Event Management Capabilities
3.15 Guiding Principles
3.16 Quiz

4.1 Introduction to Problem Management
4.2 Phases of Problem Management
4.3 Problem Models
4.4 Processes
4.5 Value Stream
4.6 People
4.7 Organizations
4.8 Automation
4.9 Activities
4.10 Recommendations
4.11 Partners and Suppliers
4.12 Problem Management Capabilities
4.13 Guiding Principles
4.14 Quiz

5.1 Key Concepts of Service Request Management
5.3 Scope of Service Request Management
5.4 Practice Success Factors and Metrics
5.5 Practice Processes
5.6 Service Request Fulfilment Value Stream
5.7 Analyzing a Value Stream
5.8 The Competency Model
5.9 Organizational Structures and Teams
5.10 Information and Technology
5.11 Activities
5.12 Recommendations
5.13 Partners and Suppliers
5.14 Service Request Capabilities
5.15 Guiding Principles
5.16 Quiz

6.1 Developing Practice Capability
6.2 – About the Exam