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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. A service provider receives negative feedback from users about fulfillment of some types of service requests. If a service request requires implementation of a change. It is often fulfilled with significant delays. What is the BEST way to improve this situation?

A) Outsource the fulfilment procedures
B) Automate the fulfillment procedures
C) Review me fulfilment procedures to remove the need for change implementation
D) Review the service value stream to ensure effective integration of all Involved

2. What should a service provider do when human resources to establish problem modes are not available?

A) Create a single problem model to be used for managing all problems
B) Postphone problem management activities until the resources are available
C) Consider using a third-party consulting service to help develop problem models
D) Delegate creation or problem models to a problem coordinator

3. Fulfilment of service requests can be constrained by third parties. Where can users and customers find Information about these constraints?

A) CMDB
B) Service level agreements
C) Service request model
D) Service request catalogue

4. Which process has an output of 'stakeholder notifications'?

A) Event handling
B) Ensuring that events are detected, interpreted, and if needed acted upon as quickly as possible
C) Monitoring planning
D) Monitoring and event management review

5. A service provider wants to automatically create records and tasks if certain events happen.
These can be incident records, maintenance tasks, change records, and others. Which automation system should the service provider use for this?

A) Service configuration management system
B) Monitoring system built into the monitored component
C) Workflow management system
D) Knowledge management system

Solutions: