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

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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. An organization is implement a new service configuration management system. How will monitoring and event management practice benefit from it?

A) The system will help to manage tasks
B) The system will support practice measurement and reporting
C) The system will support event correlation
D) The system will support collaboration between teams

2. In which step of the 'incident handling and resolution' process does the service desk agent confirm that the user query refers to an incident?

A) Incident detection
B) Incident classification
C) Incident diagnosis
D) Incident registration

3. Which activity is part of the `service request review and optimization' process?

A) Deciding on whether to fulfil exceptions lo standard service requests
B) Selecting the appropriate service request model
C) Registering suggested Improvements to service request models
D) Enacting the procedures to fulfill the request

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

5. If an organization's service request management practice only partially achieves its purpose, which capability level of the ITIL maturity medal in applicable?

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

Solutions: