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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Monitor, Support and Fulfil Practices Overview | - Incident Management - Service Request Management - Problem Management - Service Desk Practice - Monitoring and Event Management |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
Question 1
An organization operates in several markets and has many services provided collaboratively with their partners. The organization has adopted modern methods of development for its products and aims to quickly respond to changing requirements of the customers. It has recently become apparent that incident resolution time increased, sometimes exceeding the agreed targets. An incident review also showed an increase in the number and duration of transfers between the technical teams. What is the BEST approach to improving incident handling in this instance?
A. Group technical specialists by product or service
B. Design significant rewards for individual technical specialists
C. Ensure only internal teams take part in incident resolution
D. Ensure only external teams take part in incident resolution
Question 2
Which statement BEST describes a standard service request?
A. It always requires emergency approval
B. It must be treated as an incident
C. It is pre-authorized and low risk
D. It always requires root cause analysis
Question 3
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
Question 4
Which is a challenge of the monitoring and event management practice in a modern IT environment?
A. Service value streams
B. Lack of availability of monitoring tools
C. Volume of data
D. Lack of data
Question 5
Which of the following automation tolls will help to integrate service desk with other practice in the service provider's value streams?
A. Workflow management tools
B. Reporting tools
C. Survey tools
D. Work prioritization tools
Solutions:
| Question 1 Answer: A | Question 2 Answer: C | Question 3 Answer: B | Question 4 Answer: C | Question 5 Answer: A |
