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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Problem Management | 20% | - Problem vs incident, key concepts - Problem identification, logging and classification - Workarounds, known errors and knowledge - Root cause analysis and error control |
| Incident Management | 20% | - Key concepts, success factors and metrics - Processes, activities and workflows - Automation and tooling - Roles, responsibilities and integration |
| Service Desk | 15% | - Purpose, objectives and value - Integration with other practices - Interaction channels and communication - Structures, types and capabilities |
| Monitoring and Event Management | 15% | - Event processing, classification and response - Events, alerts and monitoring types - Monitoring strategies, tools and techniques - Availability and performance monitoring |
| Service Request Management | 20% | - Concepts, request models and categorization - Fulfilment processes, workflows and authorization - Metrics, SLAs and customer experience - Automation and self-service |
| Introduction & Core Concepts | 10% | - Guiding principles application - Value and business benefits - Purpose and scope of Monitor, Support and Fulfil practices |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
Question #1
How can partners and suppliers support the monitoring and event management practice?
A. By providing clear documentation about the meaning of events generated by their products
B. By providing consultancy on how to customize the IT services
C. By initiating major event reviews after high-priority incidents
D. By defining which exception events do not require action
Question #2
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. Trends are analysed and used to predict the event occurrence
B. The key users of the monitoring data and their requirements are identified
C. The effectiveness of the monitoring and event management approach is measured and reported
D. Detected events are interpreted and acted upon, where relevant
Question #3
What output of the 'request fulfilment control' process serves as an input to the 'service request review and optimization' process?
A. IT asset information
B. Policies and regulatory requirements
C. Service catalogue
D. User survey results
Question #4
Which aspect of the service request management practice MOST helps to ensure that the practices is efficient?
A. Service request fulfilment is performed in line with the agreed procedures
B. Service request procedures are automated
C. Service request procedures are optimized
D. Service requests ere fulfilled according to user satisfaction
Question #5
What can be used to help the service provider assess user experience of a user service?
A. A rule set
B. An event correlation
C. A monitoring action plan
D. A health model
Solutions:
| Question #1 Answer: A | Question #2 Answer: B | Question #3 Answer: D | Question #4 Answer: B | Question #5 Answer: D |
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