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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident Management | 20% | - Roles, responsibilities and integration - Key concepts, success factors and metrics - Processes, activities and workflows - Automation and tooling |
| Topic 2: Service Request Management | 20% | - Metrics, SLAs and customer experience - Fulfilment processes, workflows and authorization - Concepts, request models and categorization - Automation and self-service |
| Topic 3: Monitoring and Event Management | 15% | - Event processing, classification and response - Availability and performance monitoring - Events, alerts and monitoring types - Monitoring strategies, tools and techniques |
| Topic 4: Introduction & Core Concepts | 10% | - Purpose and scope of Monitor, Support and Fulfil practices - Guiding principles application - Value and business benefits |
| Topic 5: Problem Management | 20% | - Problem vs incident, key concepts - Root cause analysis and error control - Problem identification, logging and classification - Workarounds, known errors and knowledge |
| Topic 6: Service Desk | 15% | - Integration with other practices - Structures, types and capabilities - Purpose, objectives and value - Interaction channels and communication |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
1. Which of the following is a benefit of utilizing incident models?
A) Reducing the technical debt created by incident workarounds
B) Optimizing the handling of repeating incidents
C) Reducing the impact of an incident when a full resolution is unavailable
D) Optimizing the handling of novel incidents
2. When a specialist performing proactive problem identification decides NOT to register a problem, they may also decide NOT to notify the initiator of the problem. What is the usual reason for this?
A) The problem has not caused any incidents
B) The information was pushed from an internal source
C) The incidents caused by this problem have already been closed
D) The information was pulled from an external source
3. An organization is designing a value stream for restoring service to users. At which step in value stream mapping should the user touchpoints be identified?
A) Reflect on the value stream map
B) Create a 'to be' value stream map
C) Identify the scope of the values stream analysis
D) Define the purpose of the value stream from the business standpoint
4. The organization is in the process of improving their incident management practice. They want to become better at demonstrating business value. Which of the following options is the BEST to use in order to achieve their objective?
A) Use dashboards and reports to communicate service performance to internal and external stakeholders
B) Develop incident models and reuse known resolutions
C) Leverage automation tools to manage knowledge and to automate solutions, where possible
D) Use swarming to optimize resolution of unusual, complex, and major incidents
5. What defines how event messages will be processed and evaluated?
A) A health model
B) An event correlation
C) A monitoring action plan
D) A rule set
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: D |




