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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. A service provider wants to separate records for problems under investigation and for known errors. Which software tools will help to achieve this?

A) Knowledge management loots
B) Monitoring and event management tools
C) Workflow management and collaboration tools
D) Service configuration management tools

2. An organization is improving its service desk practice. How should the organization use the guiding principle 'start where you are'?

A) Establish a clear communication channel but use the procedures that are currently available.
B) Standardize operations and automate processes where possible
C) Identify metrics that demonstrate the role of the service desk in the service provider and the service consumer organizations
D) Gradually Implement new service desk channels and loots

3. Which capability criterion supports the practice success factor 'ensuring that events are detected, interpreted, and if needed acted upon as quickly as possible'?

A) Trends are analysed and used to predict the event occurrence
B) The monitoring data is available when needed and meets the user requirements
C) The responsibility for the approach to monitoring and event management is clearly defined
D) The key users of the monitoring data and their requirements are identified

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

5. A service desk team notices that several users repeatedly report slow response times from a customer portal. Monitoring tools indicate occasional spikes in database latency, but service levels are still technically being met. What should the service desk do FIRST?

A) Ignore the reports because SLAs are met
B) Request immediate infrastructure replacement
C) Escalate directly to problem management
D) Record and correlate the incidents for trend analysis

Solutions: