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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. An organization is having Issues with their incident management practice, it wants to address the aspect of collective responsibility and improve the time it takes to restore normal service, as well as knowledge-sharing between teams and individuals. Which of the following statements a CORRECT?

A) Teams that share responsibility should be encouraged to engage experienced people in the process
B) Teams that share responsibility should bounce incidents between them and other teams
C) Teams that share responsibility should celebrate heroes and should nut slime successes awl failures
D) Teams that share responsibility cannot have only one person that sees an Incident through to resolution

2. Which situation MOST likely requires functional escalation?

A) A service request is completed
B) SLA targets are exceeded
C) An analyst lacks technical expertise to resolve an incident
D) A user requests a password reset

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

4. Which of the following is the BEST description of problem prioritization?

A) People with different areas of expertise working together to solve a problem
B) Choosing which problems to work on first when there are insufficient resources
C) The importance of a problem relative to other problems
D) Optimizing problem resolution and mitigation

5. A monitoring tool reports that a critical business service is unavailable, but users have not yet reported any issues. What should support teams do?

A) Wait for user confirmation
B) Initiate investigation and response procedures immediately
C) Ignore automated alerts
D) Convert the event into a service request

Solutions: