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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. Which practice capability level indicates that the service desk practice achieves its purpose through a basic set of activities?

A) Level 4
B) Level 3
C) Level 2
D) Level 1

2. An organization is in the process of improving their incident management practice. It wants to adjust the processes and procedures for complexity. Which of the following options is the BEST for the organization to apply in order to achieve this objective?

A) Use swarming to optimize resolution of unusual and major incidents
B) Ensure effective integration with service desk, change enablement, and problem management
C) Assess business impact even if there are no directly affected users yet
D) Motivate team members to document and share their knowledge

3. In which step of the 'incident handling and resolution' process will a change be initiated?

A) Incident closure
B) Incident resolution
C) Incident diagnosis
D) Incident registration

4. When service provider teams fulfil a service request, they need to control that all steps of the service request model are completed successfully. Which software tools help to perform this control?

A) Publishing tools
B) Social media
C) Analysis and reporting tools
D) Monitoring and event management tools

5. An organization is implement a new service configuration management system. How will monitoring and event management practice benefit from it?

A) The system will support collaboration between teams
B) The system will support event correlation
C) The system will support practice measurement and reporting
D) The system will help to manage tasks

Solutions: