Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil : ITIL-4-MSF

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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. What type of service requests is not available to users when a service is designed for a no- request operations?

A) A how-to request
B) A request to register a complaint
C) A request to register a compliment
D) A request specific to service utility

2. Which capability criterion supports the practice success factor 'establishing and maintaining approaches/models that describe the various types of events and monitoring capabilities needed to detect them'?

A) Trends are analysed and used to predict the event occurrence
B) The effectiveness of the monitoring and event management approach is measured and reported
C) The key users of the monitoring data and their requirements are identified
D) Detected events are interpreted and acted upon, where relevant

3. Which process has an output of 'stakeholder notifications'?

A) Ensuring that events are detected, interpreted, and if needed acted upon as quickly as possible
B) Monitoring and event management review
C) Event handling
D) Monitoring planning

4. An organization operates in several markets and has many services provided collaboratively with their partners. The organization has adopted modern methods of development for its products and aims to quickly respond to changing requirements of the customers. It has recently become apparent that incident resolution time increased, sometimes exceeding the agreed targets. An incident review also showed an increase in the number and duration of transfers between the technical teams. What is the BEST approach to improving incident handling in this instance?

A) Design significant rewards for individual technical specialists
B) Ensure only external teams take part in incident resolution
C) Group technical specialists by product or service
D) Ensure only internal teams take part in incident resolution

5. The organization is in the process of improving their incident management practice. They want to become better at demonstrating business value. Which of the following options is the BEST to use in order to achieve their objective?

A) Use dashboards and reports to communicate service performance to internal and external stakeholders
B) Develop incident models and reuse known resolutions
C) Use swarming to optimize resolution of unusual, complex, and major incidents
D) Leverage automation tools to manage knowledge and to automate solutions, where possible

Solutions: