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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Objectives |
| Technical Management Practices | - Deployment Management
- Infrastructure and Platform Management
|
| Service Operation Practices | - Service Desk
- Incident Management
- Monitoring and Event Management
- Service Request Management
|
| Support and Fulfil Integration | - Shift Left Optimization
- Workflow and Collaboration Across Value Streams
|
| Service Management Practices | - Problem Management
- Knowledge Management
|
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
1. What is a capability criterion for the service request management practice which is related to the
'information and technology' dimension of service management?
A) Qualified human resources are available to manage service requests
B) Third-party services needed to fulfil service requests are available
C) Communication solutions needed to fulfil service requests have been implemented
D) Service request fulfilment procedures are monitored to show their effectiveness
2. Which event type normally requires no immediate action?
A) Major incident
B) Informational event
C) Exception event
D) Critical event
3. Which activity is NOT part of the service request review and optimization process?
A) Registering suggested improvements to service request models
B) Reviewing metrics related to service requests
C) Enacting the procedures to fulfil the request
D) Communicating the updated service request models to stakeholders
4. The organization is in the process of improving their incident management practice. They want to become better at demonstrating business value. Which of the following options is the BEST to use in order to achieve their objective?
A) Use dashboards and reports to communicate service performance to internal and external stakeholders
B) Develop incident models and reuse known resolutions
C) Leverage automation tools to manage knowledge and to automate solutions, where possible
D) Use swarming to optimize resolution of unusual, complex, and major incidents
5. A service provider wants to separate records for problems under investigation and for known errors. Which software tools will help to achieve this?
A) Monitoring and event management tools
B) Service configuration management tools
C) Knowledge management loots
D) Workflow management and collaboration tools
Solutions:
Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: D |