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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

SectionWeightObjectives
Monitoring and Event Management15%- Events, alerts and monitoring types
- Availability and performance monitoring
- Monitoring strategies, tools and techniques
- Event processing, classification and response
Problem Management20%- Problem vs incident, key concepts
- Workarounds, known errors and knowledge
- Problem identification, logging and classification
- Root cause analysis and error control
Service Request Management20%- Automation and self-service
- Metrics, SLAs and customer experience
- Concepts, request models and categorization
- Fulfilment processes, workflows and authorization
Incident Management20%- Key concepts, success factors and metrics
- Processes, activities and workflows
- Roles, responsibilities and integration
- Automation and tooling
Service Desk15%- Interaction channels and communication
- Structures, types and capabilities
- Purpose, objectives and value
- Integration with other practices
Introduction & Core Concepts10%- 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
Reveal Solution  Discussion  0

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
Reveal Solution  Discussion  0

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
Reveal Solution  Discussion  0

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
Reveal Solution  Discussion  0

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
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Explanation: Only visible for PassLeaderVCE members. You can sign-up / login (it's free).

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