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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. Which role or team usually perform the initial operational actions on service requests?

A) Service desk
B) Change manager
C) Specialized technician
D) Problem manager

2. 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

3. A service provider is experimenting with artificial intelligence (AI) capabilities to improve event correlation and impact assessment. The previous monitoring and event management records provide sufficient technical data to `tech' the AI. However, some human input is required. What aspect of correlation and impact analysis are MOST LIKELY to need an input from the service provider's members?

A) Impact of events on the service and business context
B) Impact of events on the system performance
C) Anomalies that arc not apparent to humans
D) Performance and capacity thresholds

4. A service desk agent has recently been promoted to service desk manager. Which of the following will now be their new responsibility as a service desk manager?

A) Participate in activities of other practices as required by the service value stream
B) Ensuring a great user experience and high user satisfaction
C) Cooperate with team members in the context of service value streams
D) Reviewing and continually improving the service desk practice

5. What output of the 'request fulfilment control' process serves as an input to the 'service request review and optimization' process?

A) IT asset information
B) User survey results
C) Policies and regulatory requirements
D) Service catalogue

Solutions: