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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:

Question 1

Which of the following describes the purpose of the service desk practice desk practice?

A. To ensure that the demand tor incident resolution and service requests is captured
B. To systematically observe services and service components, and record and report selected changes of state
C. To minimize the negative impact of incidents by restoring normal service operation as quickly possible
D. To reduce the likelihood and impact of incidents by Identifying, actual and potential causes of incidents

Question 2

A service provider wants to automate monitoring and event management effectively. To achieve this, the IT operations teams are working on identifying and documenting a business context for the events in IT systems and components. The main source of information for this is the configuration management system which helps to estimate the service and business impact of the events. Other information is available from existing event and incident records. What other important source of information must be considered to understand the context of events?

A. Performance and capacity thresholds provided by vendors
B. Anomalies that are not apparent to humans
C. Information from stakeholders about business impact
D. Impact of events on the system performance

Question 3

Which situation MOST likely requires functional escalation?

A. A service request is completed
B. A user requests a password reset
C. An analyst lacks technical expertise to resolve an incident
D. SLA targets are exceeded

Question 4

What is both a key input and a key output of the 'service request fulfilment control' process?

A. Service level agreements
B. Fulfilment actions records and reports
C. User satisfaction surveys
D. Service request models

Question 5

What will MOST help a service provider to adopt swarming to support their problem management practice?

A. Formal definition of the role for the problem manager
B. Consulting services from a third party that specializes in swarming
C. Delegation of swarming management to a problem coordinator
D. Linking problem records to incident records

Solutions: