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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

Question 1

An organization is implementing a new service configuration management system. How will incident management practice benefit from it?

A. The system will help to detect incidents
B. The system will help to diagnose incidents
C. The system will help to collect user's feedback
D. The system will help manage incident records

Question 2

Which specific skill is required by a service desk manager when performance the activity `defining the objectives of monitoring?

A. Expertise in automation
B. Expertise in monitoring tools
C. Knowledge of the event logging procedures
D. Understanding service value for stakeholders

Question 3

Which is a practice success factor for the service desk practice?

A. Overcoming the challenge of the limited scalability or voice and video cell channels
B. Enabling and continually Improving effective, efficient, and convenient communications between the service provider and its users
C. Enabling and continually Improving effective, efficient, and convenient communications between the Service desk and its staff
D. Ensuring that multichannel communication is used and improved wherever possible

Question 4

The service request management team structures are usually the same as for what other practice?

A. Incident management
B. Change enablement
C. Problem management
D. Service level management

Question 5

An organization is improving its service desk practice. How should the organization use the guiding principle 'optimize and automate'?

A. Review and standardize service desk procedures using tools where possible
B. Use existing procedures until the resources are available to review them
C. Establish a clear and easy way to use communication channel for users
D. Gradually implement new service desk channels and tools

Solutions: