Exam Name: ITIL 4 Specialist: Monitor, Support and Fulfil
Certification Provider: Peoplecert
Corresponding Certification: Peoplecert ITIL
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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Monitoring and Event Management | 15% | - Availability and performance monitoring - Monitoring strategies, tools and techniques - Event processing, classification and response - Events, alerts and monitoring types |
| Introduction & Core Concepts | 10% | - Guiding principles application - Value and business benefits - Purpose and scope of Monitor, Support and Fulfil practices |
| Service Request Management | 20% | - Fulfilment processes, workflows and authorization - Concepts, request models and categorization - Automation and self-service - Metrics, SLAs and customer experience |
| Service Desk | 15% | - Interaction channels and communication - Purpose, objectives and value - Integration with other practices - Structures, types and capabilities |
| Incident Management | 20% | - Key concepts, success factors and metrics - Processes, activities and workflows - Roles, responsibilities and integration - Automation and tooling |
| Problem Management | 20% | - Workarounds, known errors and knowledge - Root cause analysis and error control - Problem identification, logging and classification - Problem vs incident, key concepts |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
A service request requires approval from a department manager before fulfillment. Which principle should guide the design of this workflow?
- A. Optimize and automate where possible
- B. Maximize unnecessary controls
- C. Separate all activities manually
- D. Avoid standardization
Explanation: Only visible for PassLeaderVCE members. You can sign-up / login (it's free).
What management practice is involved in providing users with descriptions of the service requests available to them?
- A. Change enablement
- B. Problem management
- C. Service catalogue management
- D. Incident management
Explanation: Only visible for PassLeaderVCE members. You can sign-up / login (it's free).
What is used to minimize the negative impact of an event?
- A. An event correlation
- B. A monitoring action plan
- C. A health model
- D. A rule set
Explanation: Only visible for PassLeaderVCE members. You can sign-up / login (it's free).
A recurring issue has an identified root cause and documented workaround. What is it called?
- A. Service request
- B. Monitoring event
- C. Standard change
- D. Known error
Explanation: Only visible for PassLeaderVCE members. You can sign-up / login (it's free).
A service provider is implementing a new powerful survey management system. How can service desk practice benefit from it?
- A. The system will help to manage user query records
- B. The system will help to collect user feedback
- C. The system will help to report the practice performance
- D. The system will help to integrate service desk into value streams
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