Peoplecert ITIL-4-MSF Exam : ITIL 4 Specialist: Monitor, Support and Fulfil

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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

Question 1

What is NOT a potential reason for registering an incident?

A. The customer is unhappy with the service level agreement
B. A specialist thinks that the service is not operating normally
C. Users perceiving the situation as abnormal
D. Service level agreement is breached

Question 2

What TWO requirements are important when selecting a third-party tool to support problem management?
1. Cross team collaboration
2. Changeable impact or categorization
3. Known error records not the same as problem records
4. Problems automatically closed when related incidents are closed

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

Question 3

A service manager is mapping value streams to help them ensure that 'monitoring and event management' activities are effective. At what stage in this exercise should this manager FIRST engage with key stakeholders?

A. During 'reflection and planning' to ensure that monitoring is optimized for business value
B. During the 'service value stream walk,' to ensure that everybody's contributions are understood
C. During the scoping stage, to ensure that expectations are understood
D. During 'workflow evaluation', to ensure the impact on the business is taken into account

Question 4

Which metric BEST indicates the effectiveness of incident management?

A. Number of approved suppliers
B. Mean time to restore service
C. Number of service catalog items
D. Total infrastructure cost

Question 5

An organization is improving a value stream for fulfilling service requests. It is identifying the steps, activities and information flows that are used to handle service requests. Which step in the value stream mapping is the organization performing?

A. Create a 'to be' value stream map
B. Do the service value stream walk
C. Reflect on the value stream map
D. Define the purpose of the value stream

Solutions: