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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

Question 1

A service provider receives negative feedback from users about fulfilment of some types of service requests. Users say that the procedures are unclear, ineffective, and take too long. What is the BEST way to improve this situation?

A. Review the service value stream from the user's viewpoint
B. Automate the fulfilment procedures
C. Make sure that the current procedures are clearly communicated
D. Outsource the fulfilment procedures

Question 2

An organization receives thousands of monitoring alerts daily. Most alerts never require action.
What should be improved FIRST?

A. Service catalog design
B. Incident categorization structure
C. Knowledge management policies
D. Event filtering and correlation rules

Question 3

Which of the following is a possible benefit of automatically detecting and registering incidents?

A. Reduced use of self-healing systems
B. Increased downtime of negatively impacted services
C. Increased savings from incident management activities
D. Improved ability to hide incident records from users

Question 4

A service provider aims to improve the use of solutions for incidents found during problem investigation. Which software tools will help the service provider to achieve this?

A. Monitoring and event management tools
B. Service configuration management tools
C. Knowledge management tools
D. Workflow management and collaboration tools

Question 5

What should the service request management practice handle in order to support the agreed quality of a service?

A. Requests for design of a new service
B. Requests to determine the root cause of an incident
C. Requests to resolve an interruption to an agreed service
D. Requests that initiate an agreed service action

Solutions: