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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

Question 1

Which problem management process has inputs from external user and professional communicates?

A. Problem control
B. Error control
C. Reactive problem identification
D. Proactive problem identification

Question 2

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

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

Question 3

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

Question 4

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. Gradually implement new service desk channels and tools
C. Use existing procedures until the resources are available to review them
D. Review and standardize service desk procedures using tools where possible

Question 5

Which of the following BEST describes a service request?

A. A set of details about service requests which is made available to users
B. A required functional component of the service request management practice
C. A request from a user to initiate an agreed service action
D. A standardized approach to the fulfilment of a service request type

Solutions: