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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management Practices | - Knowledge Management - Problem Management |
| Support and Fulfil Integration | - Workflow and Collaboration Across Value Streams - Shift Left Optimization |
| Technical Management Practices | - Infrastructure and Platform Management - Deployment Management |
| Service Operation Practices | - Monitoring and Event Management - Service Request Management - Incident Management - Service Desk |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
A service provider receives negative feedback from users about fulfillment of some types of service requests. If a service request requires implementation of a change. It is often fulfilled with significant delays. What is the BEST way to improve this situation?
- A. Outsource the fulfilment procedures
- B. Review me fulfilment procedures to remove the need for change implementation
- C. Review the service value stream to ensure effective integration of all Involved
- D. Automate the fulfillment procedures
Correct Answer: C 🗳️
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When service provider teams fulfil a service request, they need to control that all steps of the service request model are completed successfully. Which software tools help to perform this control?
- A. Publishing tools
- B. Monitoring and event management tools
- C. Analysis and reporting tools
- D. Social media
Correct Answer: B 🗳️
What can be used to help the service provider assess user experience of a user service?
- A. A rule set
- B. A monitoring action plan
- C. An event correlation
- D. A health model
Correct Answer: D 🗳️
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The organization is in the process of improving their incident management practice. They want to become better at demonstrating business value. Which of the following options is the BEST to use in order to achieve their objective?
- A. Use dashboards and reports to communicate service performance to internal and external stakeholders
- B. Develop incident models and reuse known resolutions
- C. Leverage automation tools to manage knowledge and to automate solutions, where possible
- D. Use swarming to optimize resolution of unusual, complex, and major incidents
Correct Answer: A 🗳️
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An organization automates password resets through a self-service portal. Which outcome is MOST likely?
- A. Improved efficiency and reduced support workload
- B. Increased fulfillment costs
- C. Slower response times
- D. Increased incident volumes
Correct Answer: A 🗳️
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