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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Monitoring and Event Management | 15% | - Events, alerts and monitoring types - Monitoring strategies, tools and techniques - Availability and performance monitoring - Event processing, classification and response |
| Topic 2: Incident Management | 20% | - Processes, activities and workflows - Key concepts, success factors and metrics - Roles, responsibilities and integration - Automation and tooling |
| Topic 3: Introduction & Core Concepts | 10% | - Guiding principles application - Value and business benefits - Purpose and scope of Monitor, Support and Fulfil practices |
| Topic 4: Service Request Management | 20% | - Automation and self-service - Fulfilment processes, workflows and authorization - Concepts, request models and categorization - Metrics, SLAs and customer experience |
| Topic 5: Problem Management | 20% | - Problem identification, logging and classification - Root cause analysis and error control - Problem vs incident, key concepts - Workarounds, known errors and knowledge |
| Topic 6: Service Desk | 15% | - Interaction channels and communication - Structures, types and capabilities - Integration with other practices - Purpose, objectives and value |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
What practice should be used together with the 'service request management' practice to ensure that third parties will adjust their level of service to the needs of the organization?
- A. Service catalogue management
- B. Service level management
- C. Service desk
- D. Supplier management
Correct Answer: D 🗳️
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A service provider has been utilizing some monitoring and event management capabilities for years, but never had an integrated approach to the practice. Different teams use different monitoring tools to detect and handle events in their areas of responsibility. What should be the FIRST step for the service provider to establish and automate an integrated monitoring and event management practice?
- A. Use artificial intelligence to make sense of ambiguous events
- B. Define a strategy for monitoring and event management
- C. Use machine learning to detect event patterns
- D. Ensure decentralized monitoring across the technical teams
Correct Answer: B 🗳️
Explanation: Only visible for ExamTorrent members. You can sign-up / login (it's free).
What challenge is associated with user-to-technology interactions?
- A. Unstructured information
- B. Subjective attitudes and emotions
- C. Limited scalability
- D. Limited applicability to complicated and complex situations
Correct Answer: B 🗳️
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A service provider successfully fulfils service requests according to well-defined service request models. This is effectively supported by the workflow management software tool, where the models are saved and managed. The CIO is aiming to understand and optimize the costs of the services delivered to customers.
Which capability of the workflow management tool used for service request management is DM MOST important to support this objective?
- A. Affordable and flexible super-user role
- B. Support of end to end value streams
- C. Work hours planning and reporting
- D. Available and convenient self service
Correct Answer: B 🗳️
Explanation: Only visible for ExamTorrent members. You can sign-up / login (it's free).
A service owner needs to have a good knowledge of available tools and methods. Which service request management activity is this knowledge particularly useful for?
- A. Request categorization
- B. Ad hoc fulfilment control
- C. Service request model improvement initiation
- D. Service request modal update communication
Correct Answer: C 🗳️
Explanation: Only visible for ExamTorrent members. You can sign-up / login (it's free).
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