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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Request Management | 20% | - Automation and self-service - Fulfilment processes, workflows and authorization - Metrics, SLAs and customer experience - Concepts, request models and categorization |
| Topic 2: Incident Management | 20% | - Automation and tooling - Roles, responsibilities and integration - Processes, activities and workflows - Key concepts, success factors and metrics |
| Topic 3: Service Desk | 15% | - Purpose, objectives and value - Integration with other practices - Structures, types and capabilities - Interaction channels and communication |
| Topic 4: Problem Management | 20% | - Root cause analysis and error control - Problem vs incident, key concepts - Workarounds, known errors and knowledge - Problem identification, logging and classification |
| Topic 5: Monitoring and Event Management | 15% | - Monitoring strategies, tools and techniques - Event processing, classification and response - Availability and performance monitoring - Events, alerts and monitoring types |
| Topic 6: Introduction & Core Concepts | 10% | - Purpose and scope of Monitor, Support and Fulfil practices - Guiding principles application - Value and business benefits |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
1. A recurring issue has an identified root cause and documented workaround. What is it called?
A) Standard change
B) Monitoring event
C) Known error
D) Service request
2. The service management team is analysing different practices, products, and services to map relevant value streams for further improvements. They are currently looking at the incident anagement value stream and are trying to identify waste. Which of the following is the BEST step for analysing information to find waste?
A) Reflect on the value stream map
B) Map the activities and the information flows
C) Identify the scope of the value stream analysis
D) Do the service value stream walk
3. What TWO requirements are important when selecting a third-party tool to support problem management?
1. Cross team collaboration
2. Changeable impact or categorization
3. Known error records not the same as problem records
4. Problems automatically closed when related incidents are closed
A) 4 and 1
B) 2 and 3
C) 1 and 2
D) 3 and 4
4. Which of the following describes technical debt?
A) A special method of investigating incidents
B) A repeatable approach to the management of incidents
C) An incident with significant business impact
D) A collection of tasks related to previously used workarounds
5. Which activity is part of the `service request review and optimization' process?
A) Selecting the appropriate service request model
B) Enacting the procedures to fulfill the request
C) Deciding on whether to fulfil exceptions lo standard service requests
D) Registering suggested Improvements to service request models
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: D |
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