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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. What is the MOST LIKELY reason to involve third parties in the service provider's problem management practice?

A) Third parties am responsible for problem categorization and Impart analysis
B) Problems may cause incidents that have an Impact on third parties
C) Service provider may have insufficient resources
D) Errors in third-party products may cause problems

2. An organization's service desk practice has a dedicated team of skilled agents that effectively interacts with other teams and practices. What capability level does this indicate?

A) Level 2
B) Level 1
C) Level 3
D) Level 4

3. What is the PRIMARY objective of incident management?

A) Eliminate recurring issues permanently
B) Authorize infrastructure investments
C) Restore normal service operation quickly
D) Improve supplier contracts

4. A service provider wants to improve its proactive problem identification capabilities. To support this objective, it is reviewing the software tools currently used for problem management. Which automation capabilities will be particularly important for proactive problem identification?

A) Integration with incident management records
B) Integration with knowledge bases
C) Separation of problem control and error control
D) Practice measurement and reporting

5. A service desk agent notices multiple incidents affecting different users but involving the same application. What should occur NEXT?

A) Close all incidents immediately
B) Convert incidents into service requests
C) Create a problem record for investigation
D) Ignore the trend until SLA failure occurs

Solutions: