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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Desk | 15% | - Purpose, objectives and value - Structures, types and capabilities - Integration with other practices - Interaction channels and communication |
| Topic 2: Service Request Management | 20% | - Metrics, SLAs and customer experience - Fulfilment processes, workflows and authorization - Concepts, request models and categorization - Automation and self-service |
| Topic 3: Monitoring and Event Management | 15% | - Event processing, classification and response - Monitoring strategies, tools and techniques - Events, alerts and monitoring types - Availability and performance monitoring |
| Topic 4: Problem Management | 20% | - Root cause analysis and error control - Workarounds, known errors and knowledge - Problem identification, logging and classification - Problem vs incident, key concepts |
| Topic 5: Introduction & Core Concepts | 10% | - Guiding principles application - Value and business benefits - Purpose and scope of Monitor, Support and Fulfil practices |
| Topic 6: Incident Management | 20% | - Processes, activities and workflows - Automation and tooling - Key concepts, success factors and metrics - Roles, responsibilities and integration |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
Which specific skill is required by a service desk manager when performance the activity `defining the objectives of monitoring?
- A. Knowledge of the event logging procedures
- B. Expertise in automation
- C. Understanding service value for stakeholders
- D. Expertise in monitoring tools
Correct Answer: C 🗳️
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Which practice capability level indicates that the service desk practice achieves its purpose through a basic set of activities?
- A. Level 3
- B. Level 1
- C. Level 4
- D. Level 2
Correct Answer: B 🗳️
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When a specialist performing proactive problem identification decides NOT to register a problem, they may also decide NOT to notify the initiator of the problem. What is the usual reason for this?
- A. The incidents caused by this problem have already been closed
- B. The information was pushed from an internal source
- C. The information was pulled from an external source
- D. The problem has not caused any incidents
Correct Answer: D 🗳️
Explanation: Only visible for Dumpexams members. You can sign-up / login (it's free).
What characteristic of communication channels can be supported by pre-population of relevant user data?
- A. Familiarity
- B. Availability
- C. Usability
- D. Contextual intelligence
Correct Answer: D 🗳️
Explanation: Only visible for Dumpexams members. You can sign-up / login (it's free).
An organization has identified many interfaces between the service request management activities and the activities of other practices. During value stream mapping, when will it be BEST to document these interfaces?
- A. Definition of the purpose of the service value stream
- B. Identification of the scope of the service value stream analysis
- C. Creation of the 'to be' service value stream map
- D. Walkthrough of the service value stream steps
Correct Answer: D 🗳️
