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| Section | Weight | Objectives |
|---|---|---|
| Incident Management | 20% | - Roles, responsibilities and integration - Automation and tooling - Key concepts, success factors and metrics - Processes, activities and workflows |
| Monitoring and Event Management | 15% | - Events, alerts and monitoring types - Event processing, classification and response - Availability and performance monitoring - Monitoring strategies, tools and techniques |
| Service Request Management | 20% | - Fulfilment processes, workflows and authorization - Concepts, request models and categorization - Metrics, SLAs and customer experience - Automation and self-service |
| Problem Management | 20% | - Workarounds, known errors and knowledge - Root cause analysis and error control - Problem identification, logging and classification - Problem vs incident, key concepts |
| Introduction & Core Concepts | 10% | - Value and business benefits - Guiding principles application - Purpose and scope of Monitor, Support and Fulfil practices |
| Service Desk | 15% | - Structures, types and capabilities - Interaction channels and communication - Integration with other practices - Purpose, objectives and value |
IT領域での主要な問題が質と実用性が欠くということを我々ははっきり知っています。JpshikenのPeoplecertのITIL-4-MSFの試験問題と解答はあなたが必要とした一切の試験トレーニング資料を準備して差し上げます。実際の試験のシナリオと一致で、选択問題（多肢選択問題）はあなたが試験を受かるために有効な助けになれます。JpshikenのPeoplecertのITIL-4-MSF「ITIL 4 Specialist: Monitor, Support and Fulfil」の試験トレーニング資料は検証した試験資料で、Jpshikenの専門的な実践経験に含まれています。
質問 # 48
Which of the following is a correct statement about active monitoring in the context of the monitoring and event management practice?
正解：C
解説：
Active monitoring refers to continuously checking the status of configuration items (CIs) and other components, regardless of whether an event has occurred. This type of monitoring proactively looks for potential issues by continuously evaluating the state of systems and services, unlike passive monitoring, which only reacts when an event is triggered.
Active Monitoring: This involves actively probing or querying systems to check their status, even if no event has occurred. It helps in detecting issues before they manifest into problems.
Option C ("Active monitoring takes place whether an event has occurred or not") is the correct answer because active monitoring involves continuous checks, independent of event occurrence.
質問 # 49
An organization operates in several markets and has many services provided collaboratively with their partners. The organization has adopted modern methods of development for its products and aims to quickly respond to changing requirements of the customers. It has recently become apparent that incident resolution time increased, sometimes exceeding the agreed targets. An incident review also showed an increase in the number and duration of transfers between the technical teams. What is the BEST approach to improving incident handling in this instance?
正解：A
解説：
In this scenario, incident resolution times are increasing, and incidents are being transferred between multiple teams, causing delays. The best approach is to group technical specialists by product or service, allowing for faster, more efficient resolution. Group Technical Specialists by Product or Service (Answer B - Correct): Organizing teams by product or service ensures that specialists have deep knowledge of the system they are responsible for, which reduces the need to transfer incidents between teams. This setup aligns with modern development approaches like DevOps, where cross-functional teams are responsible for end-to-end service delivery and incident resolution.
質問 # 50
Which two fields are typically included when a problem record is created?
1. Investigation results
2. Problem solution
3. Associated configuration items
4. Affected services
正解：B
解説：
When a problem record is created, it typically includes information about the associated configuration items (CIs) and affected services. This information is crucial for understanding the scope of the problem and how it impacts the service infrastructure. Identifying CIs helps in root cause analysis, while affected services clarify the business impact. Investigation results and problem solutions (Options 1 and 2) come later in the problem management process after the problem has been analyzed and resolved.
質問 # 51
Which process includes sending out notifications?
正解：A
解説：
The process of event handling in ITIL 4 involves managing events by systematically identifying and responding to them. This includes sending out notifications when significant events are detected, ensuring that the appropriate stakeholders are informed of any issues or changes in the status of services.
質問 # 52
Which problem management process has inputs from external user and professional communicates?
正解：D
解説：
Proactive problem identification often relies on inputs from external users and professional communities. This process involves analyzing trends and feedback from users, vendors, and other professionals to identify potential problems before they result in incidents. Engaging with external sources helps organizations stay ahead of issues by identifying patterns and emerging risks. Problem control and error control focus more on managing existing problems and known errors, while reactive problem identification focuses on identifying problems in response to incidents.
質問 # 53
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