Study with ITIL-4-MSF Actual Test Questions
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Last Updated: Oct 10, 2026
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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Desk | 15% | - Integration with other practices - Purpose, objectives and value - Interaction channels and communication - Structures, types and capabilities |
| Topic 2: Incident Management | 20% | - Key concepts, success factors and metrics - Roles, responsibilities and integration - Automation and tooling - Processes, activities and workflows |
| Topic 3: 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 4: Service Request Management | 20% | - Metrics, SLAs and customer experience - Fulfilment processes, workflows and authorization - Concepts, request models and categorization - Automation and self-service |
| Topic 5: Problem Management | 20% | - Problem identification, logging and classification - Problem vs incident, key concepts - Workarounds, known errors and knowledge - Root cause analysis and error control |
| Topic 6: Introduction & Core Concepts | 10% | - Value and business benefits - Guiding principles application - Purpose and scope of Monitor, Support and Fulfil practices |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
An organization is implement a new service configuration management system. How will monitoring and event management practice benefit from it?
- A. The system will help to manage tasks
- B. The system will support event correlation
- C. The system will support collaboration between teams
- D. The system will support practice measurement and reporting
Correct Answer: B 🗳️
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A support analyst restores a failed application service after restarting a middleware component.
The root cause is still unknown. Which term BEST describes the situation?
- A. Change implemented
- B. Known error
- C. Workaround applied
- D. Problem resolved
Correct Answer: C 🗳️
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How can partners and suppliers support the monitoring and event management practice?
- A. By initiating major event reviews after high-priority incidents
- B. By providing consultancy on how to customize the IT services
- C. By providing clear documentation about the meaning of events generated by their products
- D. By defining which exception events do not require action
Correct Answer: C 🗳️
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What is a capability criterion for the service request management practice which is related to the
'information and technology' dimension of service management?
- A. Qualified human resources are available to manage service requests
- B. Service request fulfilment procedures are monitored to show their effectiveness
- C. Communication solutions needed to fulfil service requests have been implemented
- D. Third-party services needed to fulfil service requests are available
Correct Answer: C 🗳️
What practice enables the early detection of incidents?
- A. Service request management
- B. Knowledge management
- C. Problem management
- D. Monitoring and event management
Correct Answer: D 🗳️
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