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Peoplecert ITIL-4-MSF Exam Overview:
| Certification Vendor: | PeopleCert / Axelos |
|---|---|
| Exam Name: | ITIL® 4 Specialist: Monitor, Support and Fulfil |
| Exam Number: | ITIL-4-MSF |
| Available Languages: | French, German, English, Chinese, Polish, Portuguese (Brazilian), Japanese, Italian, Spanish |
| Exam Duration: | 90 minutes |
| Certificate Validity Period: | 3 years |
| Exam Price: | USD 395 / EUR 350 |
| Real Exam Qty: | 60 |
| Exam Format: | Closed book, Multiple choice, Online proctored |
| Passing Score: | 65% (39/60) |
| Related Certifications: | ITIL 4 Managing Professional ITIL 4 Foundation ITIL 4 Practice Manager |
| Recommended Training: | Official ITIL 4 MSF Training |
| Exam Registration: | PeopleCert Official Registration |
| Sample Questions: | Peoplecert ITIL-4-MSF Sample Questions |
| Exam Way: | Online proctored / Onsite at accredited centers |
| Pre Condition: | ITIL 4 Foundation certification OR ITIL 4 Managing Professional Transition certificate |
| Official Syllabus URL: | https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/ITIL-1/itil4-practices-monitor-support-and-fulfil-batch-1-3682 |
Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Desk | 15% | - Interaction channels and communication - Purpose, objectives and value - Structures, types and capabilities - Integration with other practices |
| Topic 2: Service Request Management | 20% | - Fulfilment processes, workflows and authorization - Metrics, SLAs and customer experience - Automation and self-service - Concepts, request models and categorization |
| Topic 3: Monitoring and Event Management | 15% | - Events, alerts and monitoring types - Monitoring strategies, tools and techniques - Availability and performance monitoring - Event processing, classification and response |
| Topic 4: Incident Management | 20% | - Automation and tooling - Roles, responsibilities and integration - Key concepts, success factors and metrics - Processes, activities and workflows |
| Topic 5: Introduction & Core Concepts | 10% | - Purpose and scope of Monitor, Support and Fulfil practices - Value and business benefits - Guiding principles application |
| Topic 6: Problem Management | 20% | - Root cause analysis and error control - Problem vs incident, key concepts - Problem identification, logging and classification - Workarounds, known errors and knowledge |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
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. Identify the scope of the values stream analysis
- B. Reflect on the value stream map
- C. Create a 'to be' value stream map
- D. Define the purpose of the value stream from the business standpoint
Correct Answer: A 🗳️
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Which role or team usually perform the initial operational actions on service requests?
- A. Change manager
- B. Specialized technician
- C. Problem manager
- D. Service desk
Correct Answer: D 🗳️
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A support team uses a knowledge base containing verified troubleshooting procedures. What is the PRIMARY benefit?
- A. Eliminates all incidents
- B. Enables faster and more reliable resolution
- C. Replaces monitoring systems
- D. Reduces consistency of support
Correct Answer: B 🗳️
Explanation: Only visible for TopExamCollection members. You can sign-up / login (it's free).
A service desk agent has recently been promoted to service desk manager. Which of the following will now be their new responsibility as a service desk manager?
- A. Participate in activities of other practices as required by the service value stream
- B. Ensuring a great user experience and high user satisfaction
- C. Cooperate with team members in the context of service value streams
- D. Reviewing and continually improving the service desk practice
Correct Answer: D 🗳️
Explanation: Only visible for TopExamCollection members. You can sign-up / login (it's free).
Which activity is MOST closely associated with the monitoring and event management practice?
- A. Authorizing service changes
- B. Detecting meaningful state changes
- C. Defining service warranties
- D. Prioritizing user requests
Correct Answer: B 🗳️
Explanation: Only visible for TopExamCollection members. You can sign-up / login (it's free).
By Sidney
