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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident Management | 20% | - Automation and tooling - Processes, activities and workflows - Roles, responsibilities and integration - Key concepts, success factors and metrics |
| Topic 2: Introduction & Core Concepts | 10% | - Purpose and scope of Monitor, Support and Fulfil practices - Value and business benefits - Guiding principles application |
| 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: Service Desk | 15% | - Structures, types and capabilities - Integration with other practices - Interaction channels and communication - Purpose, objectives and value |
| Topic 5: Problem Management | 20% | - Workarounds, known errors and knowledge - Problem identification, logging and classification - Problem vs incident, key concepts - Root cause analysis and error control |
| Topic 6: Service Request Management | 20% | - Fulfilment processes, workflows and authorization - Metrics, SLAs and customer experience - Automation and self-service - Concepts, request models and categorization |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
1. An event indicates that available disk space has fallen below a predefined threshold. The service is still functioning normally. This is BEST classified as:
A) Warning event
B) Informational event
C) Incident
D) Service request
2. Which is an input to the 'event handling' process?
A) Service performance thresholds
B) Service health criteria
C) Monitoring plan
D) Service catalogue
3. What is NOT a potential reason for registering an incident?
A) A specialist thinks that the service is not operating normally
B) Users perceiving the situation as abnormal
C) The customer is unhappy with the service level agreement
D) Service level agreement is breached
4. What TWO requirements are important when selecting a third-party tool to support problem management?
1. Cross team collaboration
2. Changeable impact or categorization
3. Known error records not the same as problem records
4. Problems automatically closed when related incidents are closed
A) 3 and 4
B) 4 and 1
C) 2 and 3
D) 1 and 2
5. A service provider identified several errors in the third-party software which cannot be resolved for various reasons. The application management team identified a way to prevent incidents related to these errors. However, the team is conscious of the errors and needs to monitor and regularly review them to ensure that the impact assessment and the workarounds remain valid.
How can automation of problem management support the team in this situation?
A) By supporting problem diagnosis with machine learning
B) By supporting integration with change records
C) By supporting automated correlation of incidents
D) By supporting the problem management metrics
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: C |
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