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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. In which step of the 'incident handling and resolution' process will a change be initiated?

A) Incident registration
B) Incident diagnosis
C) Incident closure
D) Incident resolution

2. A service owner needs to have a good knowledge of available tools and methods. Which service request management activity is this knowledge particularly useful for?

A) Service request modal update communication
B) Service request model improvement initiation
C) Ad hoc fulfilment control
D) Request categorization

3. What is both a key input and a key output of the 'service request fulfilment control' process?

A) Fulfilment actions records and reports
B) User satisfaction surveys
C) Service level agreements
D) Service request models

4. What is the MOST important reason for integrating monitoring with incident management?

A) To accelerate response to service issues
B) To increase infrastructure spending
C) To reduce visibility of services
D) To eliminate user reporting

5. A support manager wants to reduce repetitive incidents. Which practice should be MOST closely aligned with incident management?

A) Problem management
B) Financial budgeting
C) Workforce planning
D) Supplier evaluation

Solutions: