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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. Which activity is MOST closely associated with the monitoring and event management practice?

A) Defining service warranties
B) Prioritizing user requests
C) Detecting meaningful state changes
D) Authorizing service changes

2. An organization is going to introduce problem management and they are considering who to appoint as a new problem manager. Who is the BEST candidate for the problem manager role?

A) A business relationship manager who previously worked as a risk manager
B) An enterprise architect who is experienced at defining and documenting processes and workflows
C) A senior technical specialist with a thorough knowledge of the organization's products and architecture
D) A service desk manager who is an expert at configuring service management tools

3. Which of the following is NOT a benefit of the 'incident management' practice?

A) Reduced losses caused by IT service unavailability
B) Higher client and employee satisfaction
C) Reduced knowledge capture and reuse
D) Fulfilment of the SLAs with service consumers

4. What output of the 'request fulfilment control' process serves as an input to the 'service request review and optimization' process?

A) IT asset information
B) Service catalogue
C) Policies and regulatory requirements
D) User survey results

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

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

Solutions: