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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

Question 1

An organization is in the process of improving its incident management practices. It wants to make sure it does not overcomplicate the practices. Which of the following suggestions is the BEST for the organization to achieve that objective?

A. Start with the least critical services and implement a detailed incident workflow
B. Start with the most critical services and Implement a basic incident workflow
C. Start with the least critical services and implement a basic incident workflow
D. Start with the most critical services and implement a detailed incident workflow

Question 2

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

Question 3

Which situation MOST likely requires functional escalation?

A. A user requests a password reset
B. A service request is completed
C. SLA targets are exceeded
D. An analyst lacks technical expertise to resolve an incident

Question 4

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

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

Question 5

What management practice is involved in providing users with descriptions of the service requests available to them?

A. Problem management
B. Service catalogue management
C. Change enablement
D. Incident management

Solutions: