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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. How can partners and suppliers support the service desk practice?

A) By reducing the amount of automation used by the service desk
B) By reducing the need to customize the IT services
C) By mandating that all users utilize self-help portals
D) By providing trained resources to work in service desk teams

2. The problem manager has been invited to a workshop for people who contribute to the initial incident diagnosis activity of the value stream that is used to restore normal service after an incident. Which other TWO managers is it important to invite to this workshop?
1. The manager responsible for testing the service
2. The manager responsible for incident management
3. The manager responsible for knowledge management
4. The manager responsible for monitoring and event management

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

3. What is used to minimize the negative impact of an event?

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

4. Which event type normally requires no immediate action?

A) Informational event
B) Critical event
C) Major incident
D) Exception event

5. What will MOST help a service provider to adopt swarming to support their problem management practice?

A) Consulting services from a third party that specializes in swarming
B) Delegation of swarming management to a problem coordinator
C) Formal definition of the role for the problem manager
D) Linking problem records to incident records

Solutions: