Study and Prepare with Peoplecert ITIL-4-MSF study material, That's Easy to pass With PracticeMaterial!
Last Updated: Sep 16, 2026
No. of Questions: 194 Questions & Answers with Testing Engine
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| Section | Weight | Objectives |
|---|---|---|
| Introduction & Core Concepts | 10% | - Guiding principles application - Value and business benefits - Purpose and scope of Monitor, Support and Fulfil practices |
| Problem Management | 20% | - Workarounds, known errors and knowledge - Problem vs incident, key concepts - Problem identification, logging and classification - Root cause analysis and error control |
| Service Request Management | 20% | - Automation and self-service - Concepts, request models and categorization - Metrics, SLAs and customer experience - Fulfilment processes, workflows and authorization |
| Monitoring and Event Management | 15% | - Event processing, classification and response - Events, alerts and monitoring types - Monitoring strategies, tools and techniques - Availability and performance monitoring |
| Service Desk | 15% | - Structures, types and capabilities - Purpose, objectives and value - Integration with other practices - Interaction channels and communication |
| Incident Management | 20% | - Roles, responsibilities and integration - Automation and tooling - Key concepts, success factors and metrics - Processes, activities and workflows |
Which of the following is a possible benefit of automatically detecting and registering incidents?
Correct Answer: A 🗳️
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Which of the following is an input to the 'communicating to users' process?
Correct Answer: C 🗳️
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Which TWO of the following items is a service desk MOST LIKELY to capture?
1. Problems
2. Service requests
3. Incidents
4. Changes
Correct Answer: A 🗳️
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Which of the following describes the purpose of the service desk practice desk practice?
Correct Answer: B 🗳️
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What is the FIRST step in the incident handling and resolution process that helps identify the team responsible for the failed Cis and/or services?
Correct Answer: A 🗳️
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