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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Service Request Management	20%	- Concepts, request models and categorization - Metrics, SLAs and customer experience - Automation and self-service - Fulfilment processes, workflows and authorization
Topic 2: Incident Management	20%	- Automation and tooling - Roles, responsibilities and integration - Key concepts, success factors and metrics - Processes, activities and workflows
Topic 3: Service Desk	15%	- Purpose, objectives and value - Interaction channels and communication - Structures, types and capabilities - Integration with other practices
Topic 4: Monitoring and Event Management	15%	- Event processing, classification and response - Availability and performance monitoring - Monitoring strategies, tools and techniques - Events, alerts and monitoring types
Topic 5: Problem Management	20%	- Problem vs incident, key concepts - Problem identification, logging and classification - Root cause analysis and error control - Workarounds, known errors and knowledge
Topic 6: Introduction & Core Concepts	10%	- Value and business benefits - Guiding principles application - Purpose and scope of Monitor, Support and Fulfil practices

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Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions (Q91-Q96):

NEW QUESTION # 91
A value stream mapping exercise has noted that the service provider monitors all components that are visible to the service consumers. Why will this NOT be sufficient 'monitoring and event management' capability?

A. Because it is important monitor development and teat environments
B. Because most technology components include monitoring and event management capabilities by default
C. Because the wrong stakeholders may have been consulted
D. Because other components may be essential for the service to be available

Answer: D

Explanation:
In the context of Monitoring and Event Management, ITIL 4 emphasizes the importance of monitoring not only the components visible to service consumers but also the underlying components that may not be directly visible but are critical for the overall service availability. This includes infrastructure, databases, and other back-end systems that, if compromised or unavailable, can still affect the service.
Other Components Essential for Service Availability (Answer C - Correct): Monitoring only the visible components of a service is insufficient because critical infrastructure and other underlying components may fail without being immediately visible to consumers. Effective monitoring must include all the components that contribute to the functioning of the service, even those hidden from the service consumer's view. Failure to monitor these can result in unexpected service outages.

NEW QUESTION # 92
The monitoring and event management practice includes rules for event filtering and categorization. In which dimension of service management are these rules established?

A. Partners and Suppliers
B. Information and Technology
C. Organization and People
D. Value Streams and Processes

Answer: C

NEW QUESTION # 93
Reactive problem identification is based on the information about past and current incidents.
Which software tools ensure that this information is available for problem identification?

A. Service configuration management tools
B. Workflow management and collaboration tools
C. Monitoring and event management tools
D. Knowledge management tools

Answer: B

Explanation:
Reactive problem identification relies heavily on the analysis of incident data to identify trends and patterns that might indicate underlying problems. Workflow management and collaboration tools often include features for:
Incident Tracking: Capturing and storing information about past and current incidents, including their details, status, and resolution steps.
Incident Analysis: Providing capabilities to search, filter, and analyze incident data to identify recurring issues or common root causes.
Collaboration: Facilitating communication and collaboration among teams involved in incident and problem management, enabling them to share insights and identify potential problems.

NEW QUESTION # 94
During which activity of the service request fulfilment control process is user satisfaction MOST LIKELY to be measured?

A. Service request model initiation and control
B. Fulfilment review
C. Ad hoc fulfilment control
D. Request categorization

Answer: B

Explanation:
The fulfilment review stage of the service request fulfilment process is where user satisfaction is most likely to be measured. At this point, the organization evaluates whether the service request was handled effectively, ensuring that the user's expectations were met and gathering feedback for continuous improvement.

NEW QUESTION # 95
How can partners and suppliers support the monitoring and event management practice?

A. By defining which exception events do not require action
B. By providing clear documentation about the meaning of events generated by their products
C. By providing consultancy on how to customize the IT services
D. By initiating major event reviews after high-priority incidents

Answer: B

Explanation:
Partners and suppliers play a crucial role in supporting the Monitoring and Event Management practice by providing clear documentation that explains the meaning of the events generated by their products. This allows the service provider to understand and respond to these events appropriately. Accurate documentation helps ensure that the events can be interpreted quickly and acted upon, supporting effective incident and problem management.

NEW QUESTION # 96
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