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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. 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) Information about detected incidents is traced and managed in an integrated information system
D) The incident management approach is integrated with other standards and approaches adopted by the organization

2. An organization has identified many interfaces between the service request management activities and the activities of other practices. During value stream mapping, when will it be BEST to document these interfaces?

A) Identification of the scope of the service value stream analysis
B) Creation of the 'to be' service value stream map
C) Walkthrough of the service value stream steps
D) Definition of the purpose of the service value stream

3. Which of the following statements provides the BEST reason for applying a workaround?

A) The incident requires an immediate coordinated resolution
B) It is impossible to find a systemic solution for an incident
C) The incident requires quick restoration of normal operation
D) There are no automated resolution procedures available

4. What TWO requirements are important when selecting a third-party tool to support problem management?
1. Cross team collaboration
2. Changeable impact or categorization
3. Known error records not the same as problem records
4. Problems automatically closed when related incidents are closed

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

5. 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 4
B) 2 and 3
C) 1 and 2
D) 3 and 4

Solutions: