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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Monitoring and Event Management | 15% | - Events, alerts and monitoring types - Availability and performance monitoring - Monitoring strategies, tools and techniques - Event processing, classification and response |
| Problem Management | 20% | - Problem vs incident, key concepts - Workarounds, known errors and knowledge - Problem identification, logging and classification - Root cause analysis and error control |
| Service Request Management | 20% | - Automation and self-service - Metrics, SLAs and customer experience - Concepts, request models and categorization - Fulfilment processes, workflows and authorization |
| Incident Management | 20% | - Key concepts, success factors and metrics - Processes, activities and workflows - Roles, responsibilities and integration - Automation and tooling |
| Service Desk | 15% | - Interaction channels and communication - Structures, types and capabilities - Purpose, objectives and value - Integration with other practices |
| Introduction & Core Concepts | 10% | - Guiding principles application - Purpose and scope of Monitor, Support and Fulfil practices - Value and business benefits |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
What practice enables the early detection of incidents?
- A. Service request management
- B. Problem management
- C. Knowledge management
- D. Monitoring and event management
Correct Answer: D 🗳️
Explanation: Only visible for PassLeaderVCE members. You can sign-up / login (it's free).
Which of the following is a possible benefit of automatically detecting and registering incidents?
- A. Reduced use of self-healing systems
- B. Improved ability to hide incident records from users
- C. Increased savings from incident management activities
- D. Increased downtime of negatively impacted services
Correct Answer: C 🗳️
Explanation: Only visible for PassLeaderVCE members. You can sign-up / login (it's free).
What challenge is associated with user-to-technology interactions?
- A. Limited applicability to complicated and complex situations
- B. Subjective attitudes and emotions
- C. Unstructured information
- D. Limited scalability
Correct Answer: B 🗳️
Explanation: Only visible for PassLeaderVCE members. You can sign-up / login (it's free).
An organization is going to introduce problem management and they are considering who to appoint as a new problem manager. Who is the BEST candidate for the problem manager role?
- A. An enterprise architect who is experienced at defining and documenting processes and workflows
- B. A business relationship manager who previously worked as a risk manager
- C. A senior technical specialist with a thorough knowledge of the organization's products and architecture
- D. A service desk manager who is an expert at configuring service management tools
Correct Answer: C 🗳️
Explanation: Only visible for PassLeaderVCE members. You can sign-up / login (it's free).
Which monitoring and oven! management activity is MOST LIKELY to involve partners and suppliers?
- A. Providing consultancy on how to design and develop new IT services
- B. Providing information about how services that utilize internal and externally provided components, enable value fill customers.
- C. Providing application programme interface (APIs) that integrate with the service provider's monitoring and event management systems
- D. Defining monitoring and event thresholds for all services delivered by the service provider
Correct Answer: C 🗳️
Explanation: Only visible for PassLeaderVCE members. You can sign-up / login (it's free).
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