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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Desk | 15% | - Integration with other practices - Purpose, objectives and value - Structures, types and capabilities - Interaction channels and communication |
| Topic 2: Problem Management | 20% | - Problem vs incident, key concepts - Workarounds, known errors and knowledge - Root cause analysis and error control - Problem identification, logging and classification |
| Topic 3: Introduction & Core Concepts | 10% | - Value and business benefits - Purpose and scope of Monitor, Support and Fulfil practices - Guiding principles application |
| Topic 4: Monitoring and Event Management | 15% | - Availability and performance monitoring - Events, alerts and monitoring types - Monitoring strategies, tools and techniques - Event processing, classification and response |
| Topic 5: Incident Management | 20% | - Roles, responsibilities and integration - Automation and tooling - Key concepts, success factors and metrics - Processes, activities and workflows |
| Topic 6: Service Request Management | 20% | - Metrics, SLAs and customer experience - Concepts, request models and categorization - Fulfilment processes, workflows and authorization - Automation and self-service |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
1. Which capability criterion supports the practice success factor 'establishing and maintaining approaches/models that describe the various types of events and monitoring capabilities needed to detect them'?
A) Detected events are interpreted and acted upon, where relevant
B) The effectiveness of the monitoring and event management approach is measured and reported
C) The key users of the monitoring data and their requirements are identified
D) Trends are analysed and used to predict the event occurrence
2. What management practice is involved in providing users with descriptions of the service requests available to them?
A) Problem management
B) Service catalogue management
C) Change enablement
D) Incident management
3. A service manager is mapping value streams to help them ensure that 'monitoring and event management' activities are effective. At what stage in this exercise should this manager FIRST engage with key stakeholders?
A) During 'workflow evaluation', to ensure the impact on the business is taken into account
B) During the 'service value stream walk,' to ensure that everybody's contributions are understood
C) During 'reflection and planning' to ensure that monitoring is optimized for business value
D) During the scoping stage, to ensure that expectations are understood
4. An organization with different types of customers operates in several markets. Services are technically complex and require experts from many teams in order to resolve incidents. The organization wants to reorganize its teams to improve incident management. What is the BEST approach for the organization to use in order to improve incident handling?
A) Create processes with detailed procedures for handling all incidents
B) Create a hierarchical structure of incident resolution teams
C) Implement horizontal team structure and encourage collaboration
D) Create separate teams with clear boundaries to handle specific types of incident
5. Which activity belongs to request fulfillment rather than incident management?
A) Recovering a database
B) Provisioning a new laptop
C) Investigating service outages
D) Restoring failed email service
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: B |
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