Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Operation Practices | - Service Request Management - Incident Management - Monitoring and Event Management - Service Desk |
| Topic 2: Technical Management Practices | - Deployment Management - Infrastructure and Platform Management |
| Topic 3: Service Management Practices | - Knowledge Management - Problem Management |
| Topic 4: Support and Fulfil Integration | - Shift Left Optimization - Workflow and Collaboration Across Value Streams |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
Question #1
What is a key input to the service request fulfillment control process?
A. Policies regulatory requirements
B. User survey insults
C. Service request Queries
D. Fulfilled service requests
Question #2
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 can be involved in other value streams
C. Incident management should be involved in all value streams.
D. Only the incident management value stream can trigger restoration of normal service
Question #3
Which of the following describes the purpose of the service desk practice desk practice?
A. To systematically observe services and service components, and record and report selected changes of state
B. To minimize the negative impact of incidents by restoring normal service operation as quickly possible
C. To ensure that the demand tor incident resolution and service requests is captured
D. To reduce the likelihood and impact of incidents by Identifying, actual and potential causes of incidents
Question #4
A support manager wants to reduce repetitive incidents. Which practice should be MOST closely aligned with incident management?
A. Financial budgeting
B. Problem management
C. Supplier evaluation
D. Workforce planning
Question #5
A support analyst restores a failed application service after restarting a middleware component.
The root cause is still unknown. Which term BEST describes the situation?
A. Problem resolved
B. Workaround applied
C. Known error
D. Change implemented
Solutions:
| Question #1 Correct Answer: A | Question #2 Correct Answer: B | Question #3 Correct Answer: C | Question #4 Correct Answer: B | Question #5 Correct Answer: B |
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