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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Monitoring and Event Management | 15% | - Event processing, classification and response - Events, alerts and monitoring types - Availability and performance monitoring - Monitoring strategies, tools and techniques |
| Problem Management | 20% | - Workarounds, known errors and knowledge - Problem identification, logging and classification - Root cause analysis and error control - Problem vs incident, key concepts |
| Introduction & Core Concepts | 10% | - Guiding principles application - Purpose and scope of Monitor, Support and Fulfil practices - Value and business benefits |
| Incident Management | 20% | - Key concepts, success factors and metrics - Roles, responsibilities and integration - Processes, activities and workflows - Automation and tooling |
| Service Desk | 15% | - Structures, types and capabilities - Integration with other practices - Purpose, objectives and value - Interaction channels and communication |
| Service Request Management | 20% | - Automation and self-service - Fulfilment processes, workflows and authorization - Metrics, SLAs and customer experience - Concepts, request models and categorization |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
1. Which of the following BEST describes a service request?
A) A required functional component of the service request management practice
B) A request from a user to initiate an agreed service action
C) A standardized approach to the fulfilment of a service request type
D) A set of details about service requests which is made available to users
2. What management practice is involved in providing users with descriptions of the service requests available to them?
A) Problem management
B) Incident management
C) Service catalogue management
D) Change enablement
3. A service provider has different product focused teams, plus a small problem management team.
What activity is MOST LIKELY to be a responsibility of the problem management team?
A) Coordinating problem solving teams
B) Investigating problems
C) Identifying and logging problems
D) Reviewing known errors
4. Which of the following is the BEST description of problem prioritization?
A) The importance of a problem relative to other problems
B) Optimizing problem resolution and mitigation
C) Choosing which problems to work on first when there are insufficient resources
D) People with different areas of expertise working together to solve a problem
5. A service manager is mapping value streams to help them ensure that 'monitoring and event management' activities are effective. At what stage in this exercise should this manager FIRST engage with key stakeholders?
A) During 'reflection and planning' to ensure that monitoring is optimized for business value
B) During 'workflow evaluation', to ensure the impact on the business is taken into account
C) During the scoping stage, to ensure that expectations are understood
D) During the 'service value stream walk,' to ensure that everybody's contributions are understood
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: C |
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