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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. What is usually included in a problem record when it is created, for both reactive and proactive problem identification?

A) Incidents requiring a root cause analysis
B) Problem workaround
C) Problem solution
D) Associated configuration items

2. What should a service provider do when human resources to establish problem modes are not available?

A) Delegate creation or problem models to a problem coordinator
B) Create a single problem model to be used for managing all problems
C) Consider using a third-party consulting service to help develop problem models
D) Postphone problem management activities until the resources are available

3. What is a capability criterion for the service request management practice which is related to the
'information and technology' dimension of service management?

A) Service request fulfilment procedures are monitored to show their effectiveness
B) Third-party services needed to fulfil service requests are available
C) Communication solutions needed to fulfil service requests have been implemented
D) Qualified human resources are available to manage service requests

4. What is a key input to the service request fulfillment control process?

A) Service request Queries
B) Policies regulatory requirements
C) User survey insults
D) Fulfilled service requests

5. What is the PRIMARY value of self-service request portals?

A) Improve efficiency and user experience
B) Reduce user access to services
C) Eliminate governance controls
D) Increase manual workload

Solutions: