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

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

1. A support manager wants to reduce repetitive incidents. Which practice should be MOST closely aligned with incident management?

A) Problem management
B) Supplier evaluation
C) Workforce planning
D) Financial budgeting

2. A service desk agent notices multiple incidents affecting different users but involving the same application. What should occur NEXT?

A) Close all incidents immediately
B) Ignore the trend until SLA failure occurs
C) Convert incidents into service requests
D) Create a problem record for investigation

3. What is both a key input and a key output of the 'service request fulfilment control' process?

A) Service level agreements
B) Fulfilment actions records and reports
C) Service request models
D) User satisfaction surveys

4. Which of the following states the purpose of the service desk practice?

A) To ensure that user queries are captured, validated, and triaged for further processing
B) To create and maintain a healthy work culture in the service desk team
C) To ensure that the demand for incident resolution and service requests is captured
D) To provide a dedicated team to acknowledge and record user impacting incidents

5. The problem manager has been invited to a workshop for people who contribute to the initial incident diagnosis activity of the value stream that is used to restore normal service after an incident. Which other TWO managers is it important to invite to this workshop?
1. The manager responsible for testing the service
2. The manager responsible for incident management
3. The manager responsible for knowledge management
4. The manager responsible for monitoring and event management

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

Solutions: