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Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil - ITIL-4-MSF Exam Practice Test

Page: 1 / 25
Total 194 questions

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Question 1

Which of the following describes technical debt?

A. A repeatable approach to the management of incidents B. A special method of investigating incidents C. An incident with significant business impact D. A collection of tasks related to previously used workarounds

Correct Answer: D

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Question 2

What defines how event messages will be processed and evaluated?

A. A monitoring action plan B. A rule set C. An event correlation D. A health model

Correct Answer: B

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Question 3

What is the MOST important factor to consider when deciding how to mitigate problems?

A. Technical impact on applications or infrastructure B. Service level agreements for problem resolution C. The number and frequency of related incidents D. Business impact on service consumers

Correct Answer: D

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Question 4

How can a service desk agent recognize and understand the experience of a user?

A. Effectively and efficiently triage the user query B. Create a moment of truth C. Utilize omnichannel communication D. Apply service empathy

Correct Answer: D

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Question 5

An organization is having Issues with their incident management practice, it wants to address the aspect of collective responsibility and improve the time it takes to restore normal service, as well as knowledge-sharing between teams and individuals. Which of the following statements a CORRECT?

A. Teams that share responsibility cannot have only one person that sees an Incident through to resolution B. Teams that share responsibility should bounce incidents between them and other teams C. Teams that share responsibility should be encouraged to engage experienced people in the process D. Teams that share responsibility should celebrate heroes and should nut slime successes awl failures

Correct Answer: C

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Question 6

In which step of the 'incident handling and resolution' process does the service desk agent confirm that the user query refers to an incident?

A. Incident registration B. Incident classification C. Incident detection D. Incident diagnosis

Correct Answer: C

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Question 7

Which TWO of the following items is a service desk MOST LIKELY to capture?
1. Problems
2. Service requests
3. Incidents
4. Changes

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

Correct Answer: D

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Question 8

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

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

Correct Answer: B

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Page: 1 / 25
Total 194 questions

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