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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Desk | 15% | - Purpose, objectives and value - Structures, types and capabilities - Interaction channels and communication - Integration with other practices |
| Problem Management | 20% | - Problem vs incident, key concepts - Root cause analysis and error control - Workarounds, known errors and knowledge - Problem identification, logging and classification |
| Service Request Management | 20% | - Fulfilment processes, workflows and authorization - Automation and self-service - Metrics, SLAs and customer experience - Concepts, request models and categorization |
| Introduction & Core Concepts | 10% | - Purpose and scope of Monitor, Support and Fulfil practices - Value and business benefits - Guiding principles application |
| Incident Management | 20% | - Processes, activities and workflows - Key concepts, success factors and metrics - Automation and tooling - Roles, responsibilities and integration |
| Monitoring and Event Management | 15% | - Event processing, classification and response - Availability and performance monitoring - Events, alerts and monitoring types - Monitoring strategies, tools and techniques |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
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. Reflect on the value stream map
- C. Define the purpose of the value stream
- D. Do the service value stream walk
Correct Answer: D 🗳️
Explanation: Only visible for TestValid members. You can sign-up / login (it's free).
Which activity is part of the `service request review and optimization' process?
- A. Deciding on whether to fulfil exceptions lo standard service requests
- B. Selecting the appropriate service request model
- C. Enacting the procedures to fulfill the request
- D. Registering suggested Improvements to service request models
Correct Answer: D 🗳️
Explanation: Only visible for TestValid members. You can sign-up / login (it's free).
A support analyst restores a failed application service after restarting a middleware component.
The root cause is still unknown. Which term BEST describes the situation?
- A. Problem resolved
- B. Workaround applied
- C. Known error
- D. Change implemented
Correct Answer: B 🗳️
Explanation: Only visible for TestValid members. You can sign-up / login (it's free).
An organization's service desk practice has a dedicated team of skilled agents that effectively interacts with other teams and practices. What capability level does this indicate?
- A. Level 1
- B. Level 3
- C. Level 4
- D. Level 2
Correct Answer: B 🗳️
Explanation: Only visible for TestValid members. You can sign-up / login (it's free).
How should an organization BEST assess how well problem management is contributing to the organization's success?
- A. By measuring and reporting the key performance indicators defined in the practice guide
- B. By using the ITIL maturity model described in the practice guide
- C. By engaging independent consultants to assess and report on the practice
- D. By documenting the organization's service value system
Correct Answer: A 🗳️
Explanation: Only visible for TestValid members. You can sign-up / login (it's free).
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