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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. What is a part of the service desk manager role?

A) Acknowledging user queries
B) Providing software tools for service desk
C) Triaging user queries
D) Creating and maintaining a healthy work culture

2. What is the MOST important factor to consider when deciding how to mitigate problems?

A) Business impact on service consumers
B) The number and frequency of related incidents
C) Service level agreements for problem resolution
D) Technical impact on applications or infrastructure

3. What is NOT a main characteristic of a service request?

A) A service request leads to an agreed service outcome
B) A service request is acted on by the service provider
C) A service request leads to a normal change
D) A service request is initiated by a user or user representative

4. When a service provide130r was analysing performance of the service request management practice, it became clear that service requests fulfilled by the service provider's teams meet the agreed standards and have a high user satisfaction score. However, service requests that are supposed to be partially fulfilled by users, are often overdue, and leave users unhappy. In many cases, a service provider team needs to step in and complete the request fulfilment. At the same time, the service provider is planning to migrate to a new ITSM software system. Which requirement for the automation of service request management is particularly important to ensure that the new system addresses the situation?

A) Support of service request models
B) Support of end-to-end value streams
C) Available and convenient self-service
D) Work hours planning and reporting

5. The monitoring and event management practice includes rules for event filtering and categorization. In which dimension of service management are these rules established?

A) Information and Technology
B) Value Streams and Processes
C) Organization and People
D) Partners and Suppliers

Solutions: