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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

Question 1

Which types of incidents do NOT usually require on individual review upon resolution?

A. Recurring incidents
B. New types of incidents
C. Major Incidents
D. Incidents not resolved in time

Question 2

What management practice is involved in providing users with descriptions of the service requests available to them?

A. Incident management
B. Problem management
C. Service catalogue management
D. Change enablement

Question 3

What characteristic of communication channels can be supported by pre-population of relevant user data?

A. Usability
B. Familiarity
C. Contextual intelligence
D. Availability

Question 4

The service management team is analysis different practices, products, and service to map relevant value streams for further improvements. They are currently looking at the incident management value stream. Which of the following statement is CORRECT?

A. Incident management should be included in the required fulfillment workflow
B. Incident management should be involved in all value streams.
C. Incident management can be involved in other value streams
D. Only the incident management value stream can trigger restoration of normal service

Question 5

What is a part of the service desk manager role?

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

Solutions: