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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. How should an organization BEST assess how well problem management is contributing to the organization's success?

A) By using the ITIL maturity model described in the practice guide
B) By engaging independent consultants to assess and report on the practice
C) By measuring and reporting the key performance indicators defined in the practice guide
D) By documenting the organization's service value system

2. Which consumer role is the primary focus of the service request management practice?

A) User
B) Sponsor
C) Customer
D) Asset manager

3. Which is an input to the 'event handling' process?

A) Service catalogue
B) Service performance thresholds
C) Monitoring plan
D) Service health criteria

4. A service provider is implementing a new analysis and reporting system. How will service request management benefit from it?

A) The system will support handling of service requests from initiation to fulfilment
B) The system will be used for ad hoc request fulfilment
C) The system will be used to communicate new request models to users
D) The system will support practice measurement and reporting

5. Which activity of the `user query handling' process will result in the service desk agent resolving the query at first line?

A) Acknowledge and record the user query
B) Validate the user query
C) Informal ion packaging
D) Triage the user query and inmate the appropriate activities

Solutions: