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

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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. A service provider is implementing a new powerful survey management system. How can service desk practice benefit from it?

A) The system will help to collect user feedback
B) The system will help to manage user query records
C) The system will help to report the practice performance
D) The system will help to integrate service desk into value streams

2. Which monitoring and oven! management activity is MOST LIKELY to involve partners and suppliers?

A) Providing application programme interface (APIs) that integrate with the service provider's monitoring and event management systems
B) Providing information about how services that utilize internal and externally provided components, enable value fill customers.
C) Defining monitoring and event thresholds for all services delivered by the service provider
D) Providing consultancy on how to design and develop new IT services

3. An organization with different types of customers operates in several markets. Services are technically complex and require experts from many teams in order to resolve incidents. The organization wants to reorganize its teams to improve incident management. What is the BEST approach for the organization to use in order to improve incident handling?

A) Create separate teams with clear boundaries to handle specific types of incident
B) Create a hierarchical structure of incident resolution teams
C) Implement horizontal team structure and encourage collaboration
D) Create processes with detailed procedures for handling all incidents

4. A monitoring platform automatically creates incidents when critical events occur. What ITIL concept does this demonstrate?

A) Financial management integration
B) Service decomposition
C) Value stream mapping
D) Event-driven incident detection

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

Solutions: