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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem Management | 20% | - Problem vs incident, key concepts - Root cause analysis and error control - Workarounds, known errors and knowledge - Problem identification, logging and classification |
| Topic 2: Service Request Management | 20% | - Automation and self-service - Concepts, request models and categorization - Fulfilment processes, workflows and authorization - Metrics, SLAs and customer experience |
| Topic 3: Service Desk | 15% | - Purpose, objectives and value - Integration with other practices - Interaction channels and communication - Structures, types and capabilities |
| Topic 4: Incident Management | 20% | - Roles, responsibilities and integration - Automation and tooling - Processes, activities and workflows - Key concepts, success factors and metrics |
| Topic 5: Monitoring and Event Management | 15% | - Availability and performance monitoring - Monitoring strategies, tools and techniques - Event processing, classification and response - Events, alerts and monitoring types |
| Topic 6: Introduction & Core Concepts | 10% | - Purpose and scope of Monitor, Support and Fulfil practices - Value and business benefits - Guiding principles application |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
1. What is the MAIN purpose of event correlation?
A) Eliminate monitoring tools
B) Combine related events into meaningful information
C) Increase the number of alerts generated
D) Replace incident prioritization
2. 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) Informational event
B) Incident
C) Warning event
D) Service request
3. What is the MOST LIKELY reason to involve third parties in the service provider's problem management practice?
A) Service provider may have insufficient resources
B) Errors in third-party products may cause problems
C) Third parties am responsible for problem categorization and Impart analysis
D) Problems may cause incidents that have an Impact on third parties
4. 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) Overcoming the challenge of the limited scalability or voice and video cell channels
C) Enabling and continually Improving effective, efficient, and convenient communications between the service provider and its users
D) Ensuring that multichannel communication is used and improved wherever possible
5. What should a service provider do when human resources to establish problem modes are not available?
A) Delegate creation or problem models to a problem coordinator
B) Create a single problem model to be used for managing all problems
C) Postphone problem management activities until the resources are available
D) Consider using a third-party consulting service to help develop problem models
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: D |
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