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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. Which statement BEST describes a standard service request?

A) It always requires root cause analysis
B) It must be treated as an incident
C) It always requires emergency approval
D) It is pre-authorized and low risk

2. Which TWO of the following items is a service desk MOST LIKELY to capture?
1. Problems
2. Service requests
3. Incidents
4. Changes

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

3. Which event type normally requires no immediate action?

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

4. An organization is designing a value stream for communicating planned outages to users. Al which step in value stream mapping will the user's expeditions regarding communicating planned communicating planned outages be identified?

A) Define the purpose of the value stream
B) Do the service value stream walk
C) Using the 'to be' value stream map to plan improvements
D) Create a 'to be value stream map

5. A service provider receives negative feedback from users about fulfilment of some types of service requests. Users say that the procedures are unclear, ineffective, and take too long. What is the BEST way to improve this situation?

A) Automate the fulfilment procedures
B) Outsource the fulfilment procedures
C) Make sure that the current procedures are clearly communicated
D) Review the service value stream from the user's viewpoint

Solutions: