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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Incident Management | 20% | - Roles, responsibilities and integration - Automation and tooling - Key concepts, success factors and metrics - Processes, activities and workflows |
| Monitoring and Event Management | 15% | - Event processing, classification and response - Events, alerts and monitoring types - Monitoring strategies, tools and techniques - Availability and performance monitoring |
| Problem Management | 20% | - Problem identification, logging and classification - Root cause analysis and error control - Problem vs incident, key concepts - Workarounds, known errors and knowledge |
| Service Desk | 15% | - Purpose, objectives and value - Integration with other practices - Interaction channels and communication - Structures, types and capabilities |
| Service Request Management | 20% | - Metrics, SLAs and customer experience - Automation and self-service - Fulfilment processes, workflows and authorization - Concepts, request models and categorization |
| Introduction & Core Concepts | 10% | - Value and business benefits - Guiding principles application - Purpose and scope of Monitor, Support and Fulfil practices |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
A service provider analysed the performance of the service desk practice and identified several improvement initiatives. Which software tools will help the service provider to track the progress of these initiatives?
- A. Survey tools
- B. Workflow management and collaboration tools
- C. Analysis and reporting tools
- D. Work planning and prioritization tools
Correct Answer: B 🗳️
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How should an organization BEST assess how well problem management is contributing to the organization's success?
- A. By using the ITIL maturity model described in the practice guide
- B. By documenting the organization's service value system
- C. By engaging independent consultants to assess and report on the practice
- D. By measuring and reporting the key performance indicators defined in the practice guide
Correct Answer: D 🗳️
Explanation: Only visible for RealVCE members. You can sign-up / login (it's free).
A service provider wants to improve its proactive problem identification capabilities. To support this objective, it is reviewing the software tools currently used for problem management. Which automation capabilities will be particularly important for proactive problem identification?
- A. Integration with incident management records
- B. Separation of problem control and error control
- C. Practice measurement and reporting
- D. Integration with knowledge bases
Correct Answer: A 🗳️
Explanation: Only visible for RealVCE members. You can sign-up / login (it's free).
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 RealVCE members. You can sign-up / login (it's free).
A monitoring platform automatically creates incidents when critical events occur. What ITIL concept does this demonstrate?
- A. Financial management integration
- B. Event-driven incident detection
- C. Service decomposition
- D. Value stream mapping
Correct Answer: B 🗳️
Explanation: Only visible for RealVCE members. You can sign-up / login (it's free).
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