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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. Which of the following is an input to the 'communicating to users' process?

A) Guidelines and procedures for triage
B) Previous incident, problem and change records
C) Technology opportunities
D) Communication reports

2. The use of an integrated information system is an important aspect of which capability level for the 'service request management' practice?

A) Level 2
B) Level 4
C) Level 3
D) Level 5

3. An organization is improving its service desk practice. How should the organization use the guiding principle 'collaborate and promote visibility'?

A) Use existing procedures until the resources are available to review them
B) Automate service desk procedures where possible
C) Include business tours in induction training for service desk agents
D) Create familiar interfaces for self-service systems

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

5. A service provider is running workshops to improve the value stream that is used to restore normal service after an incident. Each workshop will discuss one activity from the value stream.
The problem manager is very busy and can only attend two of these workshops. Which TWO workshops should the problem manager attend?
1. Incident detection
2. Incident registration
3. Incident resolution
4. Incident closure

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

Solutions: