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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. An organization's service desk practice has a dedicated team of skilled agents that effectively interacts with other teams and practices. What capability level does this indicate?

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

2. Which of the following describes the purpose of the service desk practice desk practice?

A) To systematically observe services and service components, and record and report selected changes of state
B) To reduce the likelihood and impact of incidents by Identifying, actual and potential causes of incidents
C) To minimize the negative impact of incidents by restoring normal service operation as quickly possible
D) To ensure that the demand tor incident resolution and service requests is captured

3. An organization is implementing a new service configuration management system. How will incident management practice benefit from it?

A) The system will help manage incident records
B) The system will help to detect incidents
C) The system will help to diagnose incidents
D) The system will help to collect user's feedback

4. A service provider has different product focused teams, plus a small problem management team.
What activity is MOST LIKELY to be a responsibility of the problem management team?

A) Reviewing known errors
B) Identifying and logging problems
C) Coordinating problem solving teams
D) Investigating problems

5. Which two fields are typically included when a problem record is created?
1. Investigation results
2. Problem solution
3. Associated configuration items
4. Affected services

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

Solutions: