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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Problem Management | 20% | - Problem identification, logging and classification - Root cause analysis and error control - Workarounds, known errors and knowledge - Problem vs incident, key concepts |
| Monitoring and Event Management | 15% | - Events, alerts and monitoring types - Event processing, classification and response - Availability and performance monitoring - Monitoring strategies, tools and techniques |
| Introduction & Core Concepts | 10% | - Guiding principles application - Purpose and scope of Monitor, Support and Fulfil practices - Value and business benefits |
| Service Desk | 15% | - Purpose, objectives and value - Integration with other practices - Interaction channels and communication - Structures, types and capabilities |
| Service Request Management | 20% | - Fulfilment processes, workflows and authorization - Concepts, request models and categorization - Metrics, SLAs and customer experience - Automation and self-service |
| Incident Management | 20% | - Key concepts, success factors and metrics - Automation and tooling - Roles, responsibilities and integration - Processes, activities and workflows |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
Which capability level is MOST focused on continual improvement?
- A. Level 5
- B. Level 3
- C. Level 4
- D. Level 2
Correct Answer: A 🗳️
Explanation: Only visible for PassSureExam members. You can sign-up / login (it's free).
An organization is improving a value stream for fulfilling service requests. It is identifying the steps, activities and information flows that are used to handle service requests. Which step in the value stream mapping is the organization performing?
- A. Create a 'to be' value stream map
- B. Define the purpose of the value stream
- C. Do the service value stream walk
- D. Reflect on the value stream map
Correct Answer: C 🗳️
Explanation: Only visible for PassSureExam members. You can sign-up / login (it's free).
Which is a practice success factor for the service desk practice?
- A. Enabling and continually Improving effective, efficient, and convenient communications between the Service desk and its staff
- B. Ensuring that multichannel communication is used and improved wherever possible
- C. Enabling and continually Improving effective, efficient, and convenient communications between the service provider and its users
- D. Overcoming the challenge of the limited scalability or voice and video cell channels
Correct Answer: C 🗳️
Explanation: Only visible for PassSureExam members. You can sign-up / login (it's free).
Why should a service provider organization identify and understand problems and their impact on services?
- A. To ensure problems are continually managed until resolved
- B. Because problems may cause incidents and affect service quality
- C. Because problem resolution may require significant resources
- D. To ensure that known errors are closed quickly
Correct Answer: B 🗳️
Explanation: Only visible for PassSureExam members. You can sign-up / login (it's free).
Which of the following is a practice success factor for the 'service desk' practice?
- A. Ensuring that multichannel communication is used and improved wherever possible
- B. Enabling the effective integration of user communications into value streams
- C. Overcoming the challenges associated with using web portals
- D. Including service desk communication in every value stream
Correct Answer: A 🗳️
Explanation: Only visible for PassSureExam members. You can sign-up / login (it's free).
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