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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Monitoring and Event Management | 15% | - Event processing, classification and response - Availability and performance monitoring - Events, alerts and monitoring types - Monitoring strategies, tools and techniques |
| Service Desk | 15% | - Structures, types and capabilities - Interaction channels and communication - Integration with other practices - Purpose, objectives and value |
| Introduction & Core Concepts | 10% | - Guiding principles application - Value and business benefits - Purpose and scope of Monitor, Support and Fulfil practices |
| Service Request Management | 20% | - Automation and self-service - Fulfilment processes, workflows and authorization - Concepts, request models and categorization - Metrics, SLAs and customer experience |
| Incident Management | 20% | - Key concepts, success factors and metrics - Automation and tooling - Processes, activities and workflows - Roles, responsibilities and integration |
| Problem Management | 20% | - Problem vs incident, key concepts - Root cause analysis and error control - Problem identification, logging and classification - Workarounds, known errors and knowledge |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
Question 1
An organization is designing a value stream for communicating planned outages to users. Al which step in value stream mapping will the user's expeditions regarding communicating planned communicating planned outages be identified?
A. Using the 'to be' value stream map to plan improvements
B. Define the purpose of the value stream
C. Do the service value stream walk
D. Create a 'to be value stream map
Question 2
What should be the FIRST step in investigating a problem that was identified by reactive problem identification?
A. Understand which configuration items may have errors
B. Create a known error
C. Look for a way to solve the problem
D. Submit a change request to resolve the problem
Question 3
An organization receives thousands of monitoring alerts daily. Most alerts never require action.
What should be improved FIRST?
A. Knowledge management policies
B. Event filtering and correlation rules
C. Incident categorization structure
D. Service catalog design
Question 4
Which of the following is NOT an area to consider for creating a common language in the multi- vendor environment?
A. Rules for data exchange
B. Processes
C. Salary agreements
D. Software tools
Question 5
An organization is not currently doing problem management, and is trying to decide how to get started. What should be the FIRST step for the organization to take?
A. Define a scope for problem management that includes a wide range of product and services
B. Look at data on backlogs and links with incidents and changes
C. Define detailed workflows and activities for the problem management
D. Identify some problems in critical services and try to resolve them
Solutions:
| Question 1 Answer: D | Question 2 Answer: A | Question 3 Answer: B | Question 4 Answer: C | Question 5 Answer: D |
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