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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Monitor, Support and Fulfil Practices Overview | - Incident Management - Service Desk Practice - Monitoring and Event Management - Service Request Management - Problem Management |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
Which situation MOST likely requires functional escalation?
- A. A user requests a password reset
- B. A service request is completed
- C. An analyst lacks technical expertise to resolve an incident
- D. SLA targets are exceeded
Correct Answer: C 🗳️
Explanation: Only visible for TestPassed members. You can sign-up / login (it's free).
How can partners and suppliers support the service desk practice?
- A. By providing change enablement tools
- B. By providing trained resources to work in service desk teams
- C. By providing consultancy on how to customize the IT services
- D. By outsourcing the development of II services
Correct Answer: B 🗳️
Explanation: Only visible for TestPassed members. You can sign-up / login (it's free).
What is the PRIMARY objective of incident management?
- A. Improve supplier contracts
- B. Restore normal service operation quickly
- C. Authorize infrastructure investments
- D. Eliminate recurring issues permanently
Correct Answer: B 🗳️
Explanation: Only visible for TestPassed members. You can sign-up / login (it's free).
A service provider analysed the performance of the service desk practice and identified several improvement initiatives. Which software tools will help the service provider to track the progress of these initiatives?
- A. Survey tools
- B. Work planning and prioritization tools
- C. Workflow management and collaboration tools
- D. Analysis and reporting tools
Correct Answer: C 🗳️
Explanation: Only visible for TestPassed members. You can sign-up / login (it's free).
A service provider is experimenting with artificial intelligence (AI) capabilities to improve event correlation and impact assessment. The previous monitoring and event management records provide sufficient technical data to `tech' the AI. However, some human input is required. What aspect of correlation and impact analysis are MOST LIKELY to need an input from the service provider's members?
- A. Anomalies that arc not apparent to humans
- B. Performance and capacity thresholds
- C. Impact of events on the system performance
- D. Impact of events on the service and business context
Correct Answer: D 🗳️
Explanation: Only visible for TestPassed members. You can sign-up / login (it's free).
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