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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

Question 1

Which third party contribution to problem management should NOT be documented in a problem model?

A. How the third party helps to develop the problem management practice
B. How the third party documents workarounds for problems
C. How the third party helps to investigate specific types of problem
D. How the third party identifies and logs problems

Question 2

A service provider successfully fulfils service requests according to well-defined service request models. This is effectively supported by the workflow management software tool, where the models are saved and managed. The CIO is aiming to understand and optimize the costs of the services delivered to customers.
Which capability of the workflow management tool used for service request management is DM MOST important to support this objective?

A. Affordable and flexible super-user role
B. Work hours planning and reporting
C. Available and convenient self service
D. Support of end to end value streams

Question 3

An event indicates that available disk space has fallen below a predefined threshold. The service is still functioning normally. This is BEST classified as:

A. Informational event
B. Service request
C. Warning event
D. Incident

Question 4

The organization is in the process of improving their incident management practice. They want to become better at demonstrating business value. Which of the following options is the BEST to use in order to achieve their objective?

A. Use swarming to optimize resolution of unusual, complex, and major incidents
B. Use dashboards and reports to communicate service performance to internal and external stakeholders
C. Develop incident models and reuse known resolutions
D. Leverage automation tools to manage knowledge and to automate solutions, where possible

Question 5

During self-assessment of the `monitoring and event management' practice capability, what should be considered as evidence of the capability level3?

A. Agreed processes, roles and responsibilities
B. Regularly conducted practice reviews
C. Regular reporting on the practice performance
D. Integration of monitoring and event management into service value streams

Solutions: