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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Operation Practices | - Monitoring and Event Management - Incident Management - Service Request Management - Service Desk |
| Topic 2: Service Management Practices | - Knowledge Management - Problem Management |
| Topic 3: Technical Management Practices | - Infrastructure and Platform Management - Deployment 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:
1. How does the service request management practice achieve its purpose of supporting the agreed quality of a service?
A) By improving the reputation of the service providing organization
B) By reducing the costs associated with request handling and fulfilment
C) By setting realistic expectations relating to the fulfilment of requests
D) By effectively handling user queries that initiate agreed service actions
2. In which step of the 'incident handling and resolution' process does the service desk agent confirm that the user query refers to an incident?
A) Incident classification
B) Incident detection
C) Incident registration
D) Incident diagnosis
3. Which of the following is NOT a benefit of knowing the current status of services and service components?
A) Ability to take proactive actions to prevent future adverse events from occurring
B) Ability to perform operational activities that are required to ensure that service components are performing optimally
C) Ability to filter the vast amount of monitoring data which can be collected through the monitoring tools
D) Ability to respond appropriately to service-impacting events that have already occurred
4. A service desk team notices that several users repeatedly report slow response times from a customer portal. Monitoring tools indicate occasional spikes in database latency, but service levels are still technically being met. What should the service desk do FIRST?
A) Ignore the reports because SLAs are met
B) Escalate directly to problem management
C) Request immediate infrastructure replacement
D) Record and correlate the incidents for trend analysis
5. Which of the following statements provides the BEST reason for applying a workaround?
A) The incident requires quick restoration of normal operation
B) There are no automated resolution procedures available
C) It is impossible to find a systemic solution for an incident
D) The incident requires an immediate coordinated resolution
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: A |
