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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Monitor, Support and Fulfil Practices Overview | - Service Desk Practice - Incident Management - Monitoring and Event Management - Service Request Management - Problem Management |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
A service provider wants to improve its proactive problem identification capabilities. To support this objective, it is reviewing the software tools currently used for problem management. Which automation capabilities will be particularly important for proactive problem identification?
- A. Separation of problem control and error control
- B. Integration with incident management records
- C. Integration with knowledge bases
- D. Practice measurement and reporting
Correct Answer: B 🗳️
Explanation: Only visible for VCE4Plus members. You can sign-up / login (it's free).
A service manager is mapping value streams to help them ensure that 'monitoring and event management' activities are effective. At what stage in this exercise should this manager FIRST engage with key stakeholders?
- A. During 'workflow evaluation', to ensure the impact on the business is taken into account
- B. During the 'service value stream walk,' to ensure that everybody's contributions are understood
- C. During the scoping stage, to ensure that expectations are understood
- D. During 'reflection and planning' to ensure that monitoring is optimized for business value
Correct Answer: C 🗳️
Explanation: Only visible for VCE4Plus members. You can sign-up / login (it's free).
A service provider is implementing a new analysis and reporting system. How will service request management benefit from it?
- A. The system will be used for ad hoc request fulfilment
- B. The system will support practice measurement and reporting
- C. The system will be used to communicate new request models to users
- D. The system will support handling of service requests from initiation to fulfilment
Correct Answer: B 🗳️
Explanation: Only visible for VCE4Plus members. You can sign-up / login (it's free).
The service management team is analysing different practices, products, and services to map relevant value streams for further improvements. They are currently looking at the incident anagement value stream and are trying to identify waste. Which of the following is the BEST step for analysing information to find waste?
- A. Do the service value stream walk
- B. Identify the scope of the value stream analysis
- C. Reflect on the value stream map
- D. Map the activities and the information flows
Correct Answer: D 🗳️
Explanation: Only visible for VCE4Plus members. You can sign-up / login (it's free).
Which of the following capability criteria supports the practice success factor of 'continually improving incident management'?
- A. The incident management approach is integrated with other standards and approaches adopted by the organization
- B. The effectiveness of incident resolution is regularly reviewed and continually improved
- C. The competencies required to resolve incidents are identified and skilled human resources are available
- D. Information about detected incidents is traced and managed in an integrated information system
Correct Answer: B 🗳️
Explanation: Only visible for VCE4Plus members. You can sign-up / login (it's free).
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