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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Monitor, Support and Fulfil Practices Overview | - Monitoring and Event Management - Service Request Management - Problem Management - Incident Management - Service Desk Practice |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
The service management team is analysis different practices, products, and service to map relevant value streams for further improvements. They are currently looking at the incident management value stream. Which of the following statement is CORRECT?
- A. Incident management should be included in the required fulfillment workflow
- B. Only the incident management value stream can trigger restoration of normal service
- C. Incident management should be involved in all value streams.
- D. Incident management can be involved in other value streams
Correct Answer: D 🗳️
Explanation: Only visible for Test4Engine members. You can sign-up / login (it's free).
An organization is in the process of improving its incident management practices. It wants to make sure it does not overcomplicate the practices. Which of the following suggestions is the BEST for the organization to achieve that objective?
- A. Start with the least critical services and implement a basic incident workflow
- B. Start with the most critical services and Implement a basic incident workflow
- C. Start with the most critical services and implement a detailed incident workflow
- D. Start with the least critical services and implement a detailed incident workflow
Correct Answer: B 🗳️
Explanation: Only visible for Test4Engine members. You can sign-up / login (it's free).
During self-assessment of the `monitoring and event management' practice capability, what should be considered as evidence of the capability level3?
- A. Regularly conducted practice reviews
- B. Regular reporting on the practice performance
- C. Integration of monitoring and event management into service value streams
- D. Agreed processes, roles and responsibilities
Correct Answer: C 🗳️
Explanation: Only visible for Test4Engine members. You can sign-up / login (it's free).
Which third party contribution to problem management should NOT be documented in a problem model?
- A. How the third party documents workarounds for problems
- B. How the third party helps to investigate specific types of problem
- C. How the third party identifies and logs problems
- D. How the third party helps to develop the problem management practice
Correct Answer: D 🗳️
Explanation: Only visible for Test4Engine members. You can sign-up / login (it's free).
What is a part of the service desk manager role?
- A. Providing software tools for service desk
- B. Creating and maintaining a healthy work culture
- C. Triaging user queries
- D. Acknowledging user queries
Correct Answer: B 🗳️
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