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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. An organization is designing a value stream for onboarding users. At which step in value stream mapping should the involvement of the service desk practice be identified?

A) Define the purpose of the value stream
B) Identify the scope of the value stream analysis
C) Create a 'to be' value stream map
D) Reflect on the value stream map

2. Which of the following capability criteria supports the practice success factor of 'continually improving incident management'?

A) The competencies required to resolve incidents are identified and skilled human resources are available
B) The effectiveness of incident resolution is regularly reviewed and continually improved
C) The incident management approach is integrated with other standards and approaches adopted by the organization
D) Information about detected incidents is traced and managed in an integrated information system

3. A service management team has understood the benefits of value streams and has already mapped the current incident management value stream. What should be the NEXT step for the service management team to take?

A) Analyse the value stream map to identify waste
B) Start eliminating work not connected to the incident management value stream
C) Proceed with major changes to the incident management value stream
D) Adjust the incident management value stream to best practice

4. An organization is going to introduce problem management and they are considering who to appoint as a new problem manager. Who is the BEST candidate for the problem manager role?

A) A business relationship manager who previously worked as a risk manager
B) A senior technical specialist with a thorough knowledge of the organization's products and architecture
C) A service desk manager who is an expert at configuring service management tools
D) An enterprise architect who is experienced at defining and documenting processes and workflows

5. An organization is improving its service desk practice. How should the organization use the guiding principle 'optimize and automate'?

A) Establish a clear and easy way to use communication channel for users
B) Use existing procedures until the resources are available to review them
C) Review and standardize service desk procedures using tools where possible
D) Gradually implement new service desk channels and tools

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