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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. An organization is designing a value stream for communicating planned outages to users. Al which step in value stream mapping will the user's expeditions regarding communicating planned communicating planned outages be identified?

A) Create a 'to be value stream map
B) Using the 'to be' value stream map to plan improvements
C) Do the service value stream walk
D) Define the purpose of the value stream

2. An organization receives thousands of monitoring alerts daily. Most alerts never require action.
What should be improved FIRST?

A) Knowledge management policies
B) Incident categorization structure
C) Event filtering and correlation rules
D) Service catalog design

3. An organization's service desk practice has a dedicated team of skilled agents that effectively interacts with other teams and practices. What capability level does this indicate?

A) Level 4
B) Level 3
C) Level 1
D) Level 2

4. Which TWO of the following items is a service desk MOST LIKELY to capture?
1. Problems
2. Service requests
3. Incidents
4. Changes

A) 2 and 3
B) 1 and 4
C) 3 and 4
D) 1 and 2

5. Which of the following statements provides the BEST reason for applying a workaround?

A) The incident requires an immediate coordinated resolution
B) There are no automated resolution procedures available
C) It is impossible to find a systemic solution for an incident
D) The incident requires quick restoration of normal operation

Solutions: