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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. A service provider supports an international customer organization with users in many countries.
The service provider aims to ensure high and consistent quality of request fulfilment for all users at all locations. How should the service provider use the workflow and collaboration system to support this objective?

A) It should offer a flexible measurement and reporting capability
B) It should support creation and use of service request models
C) It should offer convenient self-help capabilities
D) It should allow for a flexible and affordable super-user role

2. Which activity of the `user query handling' process will result in the service desk agent resolving the query at first line?

A) Triage the user query and inmate the appropriate activities
B) Validate the user query
C) Informal ion packaging
D) Acknowledge and record the user query

3. A service provider is running workshops to improve the value stream that is used to restore normal service after an incident. Each workshop will discuss one activity from the value stream.
The problem manager is very busy and can only attend two of these workshops. Which TWO workshops should the problem manager attend?
1. Incident detection
2. Incident registration
3. Incident resolution
4. Incident closure

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

4. An organization is in the process of improving their incident management practice. It wants to adjust the processes and procedures for complexity. Which of the following options is the BEST for the organization to apply in order to achieve this objective?

A) Ensure effective integration with service desk, change enablement, and problem management
B) Assess business impact even if there are no directly affected users yet
C) Use swarming to optimize resolution of unusual and major incidents
D) Motivate team members to document and share their knowledge

5. Which of the following BEST describes a service request?

A) A standardized approach to the fulfilment of a service request type
B) A set of details about service requests which is made available to users
C) A request from a user to initiate an agreed service action
D) A required functional component of the service request management practice

Solutions: