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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

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

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

2. Which of the following is the BEST description of practice capability level 3?

A) The practice systematically achieves its purpose through a basic set of activities
B) The practice is continually improving organizational capabilities associated with its purpose
C) The practice is well defined and achieves its purpose in an organized way
D) The practice is performed as initial or intuitive

3. An organization has analysed the current value stream for restoring service to users and identified touchpoints with low business value. User feedback confirmed that some communications from service desk during incident resolution were distracting and did not provide any useful information. What action should the organization take?

A) Review the communications in the context of the value stream
B) Create a separate value stream for the low value touchpoints
C) Remind the users about the need to follow the agreed communications plan
D) Eliminate all identified touchpoints

4. Why should a service provider organization identify and understand problems and their impact on services?

A) Because problems may cause incidents and affect service quality
B) To ensure problems are continually managed until resolved
C) To ensure that known errors are closed quickly
D) Because problem resolution may require significant resources

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

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

Solutions: