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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. The service management team is analysis different practices, products, and service to map relevant value streams for further improvements. They are currently looking at the incident management value stream. Which of the following statement is CORRECT?

A) Only the incident management value stream can trigger restoration of normal service
B) Incident management can be involved in other value streams
C) Incident management should be involved in all value streams.
D) Incident management should be included in the required fulfillment workflow

2. Which of the following is a correct statement about active monitoring in the context of the monitoring and event management practice?

A) Active monitoring takes place only when an event occurs
B) Active monitoring takes place when a defined set of conditions have been met
C) Active monitoring takes place whether an event has occurred or not
D) In active monitoring CIs report the event when it occurs

3. An organization is having Issues with their incident management practice, it wants to address the aspect of collective responsibility and improve the time it takes to restore normal service, as well as knowledge-sharing between teams and individuals. Which of the following statements a CORRECT?

A) Teams that share responsibility should bounce incidents between them and other teams
B) Teams that share responsibility should celebrate heroes and should nut slime successes awl failures
C) Teams that share responsibility should be encouraged to engage experienced people in the process
D) Teams that share responsibility cannot have only one person that sees an Incident through to resolution

4. Which activity of the `user query handling' process will result in the service desk agent resolving the query at first line?

A) Informal ion packaging
B) Acknowledge and record the user query
C) Validate the user query
D) Triage the user query and inmate the appropriate activities

5. A monitoring tool reports that a critical business service is unavailable, but users have not yet reported any issues. What should support teams do?

A) Wait for user confirmation
B) Convert the event into a service request
C) Initiate investigation and response procedures immediately
D) Ignore automated alerts

Solutions: