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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

Question 1

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

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

Question 2

Which activity of the `service desk optimization' process ensures that change request are raised where necessary?

A. Service desk improvement Initiation
B. Triage the user query and initiate the appropriate activities
C. service desk review
D. Service desk improvement communication

Question 3

A vendor bulletin includes a description of an issue that could cause servers to suddenly stop working. These servers play a critical role in the delivery of an essential service. Which person in the service provider organization is MOST LIKELY to review the information and decide how this can affect the organization?

A. A service owner who understands the service architecture and how the components are configured
B. A technical specialist who understands how the servers work and how they can be repaired and upgraded
C. A dedicated problem manager who works in a senior role to coordinate resources for complex issues
D. A problem coordinator who understands how to log, manage, and close problems

Question 4

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

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

Question 5

A service provider has different product focused teams, plus a small problem management team.
What activity is MOST LIKELY to be a responsibility of the problem management team?

A. Investigating problems
B. Reviewing known errors
C. Coordinating problem solving teams
D. Identifying and logging problems

Solutions: