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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. Reactive problem identification is based on the information about past and current incidents.
Which software tools ensure that this information is available for problem identification?

A) Monitoring and event management tools
B) Service configuration management tools
C) Knowledge management tools
D) Workflow management and collaboration tools

2. Which of the following is a benefit of utilizing incident models?

A) Optimizing the handling of repeating incidents
B) Optimizing the handling of novel incidents
C) Reducing the technical debt created by incident workarounds
D) Reducing the impact of an incident when a full resolution is unavailable

3. A service provider is implementing a new powerful survey management system. How can service desk practice benefit from it?

A) The system will help to collect user feedback
B) The system will help to integrate service desk into value streams
C) The system will help to manage user query records
D) The system will help to report the practice performance

4. Which activity is MOST closely associated with the monitoring and event management practice?

A) Defining service warranties
B) Authorizing service changes
C) Detecting meaningful state changes
D) Prioritizing user requests

5. Which statement about the third-parties role in incident management is CORRECT?

A) Third parties should be excluded from incident management activities
B) Interactions with third parties during incident management should be formalized as much as possible
C) Incident management activities should be delegated to third parties as much as possible
D) Incident models should define third parties' involvement in incident management

Solutions: