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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. A service provider is running workshops to improve the value stream that is used to restore normal service after an incident. Each workshop will discuss one activity from the value stream.
The problem manager is very busy and can only attend two of these workshops. Which TWO workshops should the problem manager attend?
1. Incident detection
2. Incident registration
3. Incident resolution
4. Incident closure

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

2. Which aspect of the service request management practice MOST helps to ensure that the practices is efficient?

A) Service request fulfilment is performed in line with the agreed procedures
B) Service requests ere fulfilled according to user satisfaction
C) Service request procedures are automated
D) Service request procedures are optimized

3. A support manager wants to reduce repetitive incidents. Which practice should be MOST closely aligned with incident management?

A) Supplier evaluation
B) Workforce planning
C) Financial budgeting
D) Problem management

4. A service provider has different product focused teams, plus a small problem management team.
What activity is MOST LIKELY to be a responsibility of the problem management team?

A) Reviewing known errors
B) Identifying and logging problems
C) Coordinating problem solving teams
D) Investigating problems

5. A value stream mapping exercise has noted that the service provider monitors all components that are visible to the service consumers. Why will this NOT be sufficient 'monitoring and event management' capability?

A) Because most technology components include monitoring and event management capabilities by default
B) Because the wrong stakeholders may have been consulted
C) Because it is important monitor development and teat environments
D) Because other components may be essential for the service to be available

Solutions: