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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. Which of the following is an input to the 'communicating to users' process?

A) Communication reports
B) Previous incident, problem and change records
C) Guidelines and procedures for triage
D) Technology opportunities

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

3. A service provider identified several errors in the IT infrastructure which cannot be resolved for various reasons. The Infrastructure management team identified workarounds which reduced the likelihood of incidents caused by those errors to a minimum However, the team is aware of the errors and needs to monitor and regularly review them to ensure that the impact assessment and the workarounds remain valid. How should automation of problem management support the team in this situation?

A) By supporting problem diagnosis with machine learning
B) By supporting automated periodic control of known errors
C) By supporting the problem management metrics
D) By supporting, separation of problem and known errors

4. A service desk agent has recently been promoted to service desk manager. Which of the following will now be their new responsibility as a service desk manager?

A) Participate in activities of other practices as required by the service value stream
B) Reviewing and continually improving the service desk practice
C) Cooperate with team members in the context of service value streams
D) Ensuring a great user experience and high user satisfaction

5. A support team uses a knowledge base containing verified troubleshooting procedures. What is the PRIMARY benefit?

A) Reduces consistency of support
B) Eliminates all incidents
C) Enables faster and more reliable resolution
D) Replaces monitoring systems

Solutions: