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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Introduction & Core Concepts | 10% | - Purpose and scope of Monitor, Support and Fulfil practices - Guiding principles application - Value and business benefits |
| 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 Desk | 15% | - Integration with other practices - Structures, types and capabilities - Purpose, objectives and value - Interaction channels and communication |
| Incident Management | 20% | - Processes, activities and workflows - Automation and tooling - Key concepts, success factors and metrics - Roles, responsibilities and integration |
| Service Request Management | 20% | - Metrics, SLAs and customer experience - Automation and self-service - Concepts, request models and categorization - Fulfilment processes, workflows and authorization |
| Problem Management | 20% | - Workarounds, known errors and knowledge - Problem vs incident, key concepts - Problem identification, logging and classification - Root cause analysis and error control |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
A service desk agent notices multiple incidents affecting different users but involving the same application. What should occur NEXT?
- A. Convert incidents into service requests
- B. Ignore the trend until SLA failure occurs
- C. Close all incidents immediately
- D. Create a problem record for investigation
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Which activity is MOST closely associated with the monitoring and event management practice?
- A. Detecting meaningful state changes
- B. Defining service warranties
- C. Prioritizing user requests
- D. Authorizing service changes
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An organization automates password resets through a self-service portal. Which outcome is MOST likely?
- A. Increased fulfillment costs
- B. Increased incident volumes
- C. Improved efficiency and reduced support workload
- D. Slower response times
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Which problem management process has inputs from external user and professional communicates?
- A. Proactive problem identification
- B. Error control
- C. Reactive problem identification
- D. Problem control
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An organization operates in several markets and has many services provided collaboratively with their partners. The organization has adopted modern methods of development for its products and aims to quickly respond to changing requirements of the customers. It has recently become apparent that incident resolution time increased, sometimes exceeding the agreed targets. An incident review also showed an increase in the number and duration of transfers between the technical teams. What is the BEST approach to improving incident handling in this instance?
- A. Ensure only internal teams take part in incident resolution
- B. Design significant rewards for individual technical specialists
- C. Ensure only external teams take part in incident resolution
- D. Group technical specialists by product or service
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