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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. Which consumer role is the primary focus of the service request management practice?

A) Asset manager
B) User
C) Customer
D) Sponsor

2. Which is an input to the 'event handling' process?

A) Monitoring plan
B) Service health criteria
C) Service performance thresholds
D) Service catalogue

3. What defines how event messages will be processed and evaluated?

A) A rule set
B) A health model
C) An event correlation
D) A monitoring action plan

4. Which types of incidents do NOT usually require on individual review upon resolution?

A) New types of incidents
B) Incidents not resolved in time
C) Recurring incidents
D) Major Incidents

5. An organization has analysed the current value stream for restoring service to users and identified touchpoints with low business value. User feedback confirmed that some communications from service desk during incident resolution were distracting and did not provide any useful information. What action should the organization take?

A) Remind the users about the need to follow the agreed communications plan
B) Eliminate all identified touchpoints
C) Review the communications in the context of the value stream
D) Create a separate value stream for the low value touchpoints

Solutions: