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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. A support team uses a knowledge base containing verified troubleshooting procedures. What is the PRIMARY benefit?

A) Replaces monitoring systems
B) Eliminates all incidents
C) Reduces consistency of support
D) Enables faster and more reliable resolution

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

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

3. Which third party contribution to problem management should NOT be documented in a problem model?

A) How the third party helps to develop the problem management practice
B) How the third party identifies and logs problems
C) How the third party documents workarounds for problems
D) How the third party helps to investigate specific types of problem

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

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

5. Which of the following is an input to the 'communicating to users' process?

A) Previous incident, problem and change records
B) Communication reports
C) Guidelines and procedures for triage
D) Technology opportunities

Solutions: