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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Desk | 15% | - Purpose, objectives and value - Interaction channels and communication - Structures, types and capabilities - Integration with other practices |
| Topic 2: 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 3: Incident Management | 20% | - Automation and tooling - Key concepts, success factors and metrics - Roles, responsibilities and integration - Processes, activities and workflows |
| Topic 4: Introduction & Core Concepts | 10% | - Purpose and scope of Monitor, Support and Fulfil practices - Guiding principles application - Value and business benefits |
| Topic 5: Monitoring and Event Management | 15% | - Availability and performance monitoring - Events, alerts and monitoring types - Event processing, classification and response - Monitoring strategies, tools and techniques |
| Topic 6: Service Request Management | 20% | - Automation and self-service - Concepts, request models and categorization - Fulfilment processes, workflows and authorization - Metrics, SLAs and customer experience |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
Question 1
What is NOT a main characteristic of a service request?
A. A service request is initiated by a user or user representative
B. A service request is acted on by the service provider
C. A service request leads to a normal change
D. A service request leads to an agreed service outcome
Question 2
The service request management team structures are usually the same as for what other practice?
A. Change enablement
B. Problem management
C. Incident management
D. Service level management
Question 3
What competency is the MOST important when performing the activity 'event logging'?
A. Methods and techniques expert
B. Technical expert
C. Leader
D. Coordinator/communicator
Question 4
During self-assessment of the `monitoring and event management' practice capability, what should be considered as evidence of the capability level3?
A. Agreed processes, roles and responsibilities
B. Regular reporting on the practice performance
C. Regularly conducted practice reviews
D. Integration of monitoring and event management into service value streams
Question 5
Reactive problem identification is based on the information about past and current incidents.
Which software tools ensure that this information is available for problem identification?
A. Monitoring and event management tools
B. Workflow management and collaboration tools
C. Service configuration management tools
D. Knowledge management tools
Solutions:
| Question 1 Answer: C | Question 2 Answer: C | Question 3 Answer: B | Question 4 Answer: D | Question 5 Answer: B |
