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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. What is usually included in a problem record when it is created, for both reactive and proactive problem identification?

A) Associated configuration items
B) Problem workaround
C) Incidents requiring a root cause analysis
D) Problem solution

2. Which role or team usually perform the initial operational actions on service requests?

A) Specialized technician
B) Problem manager
C) Service desk
D) Change manager

3. A value stream mapping exercise has noted that the service provider monitors all components that are visible to the service consumers. Why will this NOT be sufficient 'monitoring and event management' capability?

A) Because it is important monitor development and teat environments
B) Because other components may be essential for the service to be available
C) Because most technology components include monitoring and event management capabilities by default
D) Because the wrong stakeholders may have been consulted

4. How should an organization BEST assess how well problem management is contributing to the organization's success?

A) By documenting the organization's service value system
B) By engaging independent consultants to assess and report on the practice
C) By using the ITIL maturity model described in the practice guide
D) By measuring and reporting the key performance indicators defined in the practice guide

5. Which of the following is an input to the `user query handling' process?

A) Improvement initiatives
B) Categorized user queries
C) Recorded and categorized user queries
D) Guidelines and procedures for triage

Solutions: