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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

Question 1

Which of the following is a correct statement about active monitoring in the context of the monitoring and event management practice?

A. In active monitoring CIs report the event when it occurs
B. Active monitoring takes place only when an event occurs
C. Active monitoring takes place whether an event has occurred or not
D. Active monitoring takes place when a defined set of conditions have been met

Question 2

Which of the following is the BEST description of problem prioritization?

A. People with different areas of expertise working together to solve a problem
B. The importance of a problem relative to other problems
C. Choosing which problems to work on first when there are insufficient resources
D. Optimizing problem resolution and mitigation

Question 3

A service provider receives negative feedback from users about fulfilment of some types of service requests. Users say that the procedures are unclear, ineffective, and take too long. What is the BEST way to improve this situation?

A. Outsource the fulfilment procedures
B. Make sure that the current procedures are clearly communicated
C. Review the service value stream from the user's viewpoint
D. Automate the fulfilment procedures

Question 4

When a service provide130r was analysing performance of the service request management practice, it became clear that service requests fulfilled by the service provider's teams meet the agreed standards and have a high user satisfaction score. However, service requests that are supposed to be partially fulfilled by users, are often overdue, and leave users unhappy. In many cases, a service provider team needs to step in and complete the request fulfilment. At the same time, the service provider is planning to migrate to a new ITSM software system. Which requirement for the automation of service request management is particularly important to ensure that the new system addresses the situation?

A. Support of service request models
B. Support of end-to-end value streams
C. Available and convenient self-service
D. Work hours planning and reporting

Question 5

Which practice provides `service health criteria' as an input to the `monitoring planning' process?

A. Availability management
B. Service design
C. Service catalogue management
D. Capacity and performance management

Solutions: