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Peoplecert ITIL-4-MSF Practice Q&A's

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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

SectionWeightObjectives
Introduction & Core Concepts10%- Guiding principles application
- Value and business benefits
- Purpose and scope of Monitor, Support and Fulfil practices
Problem Management20%- Workarounds, known errors and knowledge
- Problem vs incident, key concepts
- Problem identification, logging and classification
- Root cause analysis and error control
Service Request Management20%- Automation and self-service
- Concepts, request models and categorization
- Metrics, SLAs and customer experience
- Fulfilment processes, workflows and authorization
Monitoring and Event Management15%- Event processing, classification and response
- Events, alerts and monitoring types
- Monitoring strategies, tools and techniques
- Availability and performance monitoring
Service Desk15%- Structures, types and capabilities
- Purpose, objectives and value
- Integration with other practices
- Interaction channels and communication
Incident Management20%- Roles, responsibilities and integration
- Automation and tooling
- Key concepts, success factors and metrics
- Processes, activities and workflows

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

Question #1

Which of the following is a possible benefit of automatically detecting and registering incidents?

  • A. Increased savings from incident management activities
  • B. Increased downtime of negatively impacted services
  • C. Reduced use of self-healing systems
  • D. Improved ability to hide incident records from users
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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Question #2

Which of the following is an input to the 'communicating to users' process?

  • A. Technology opportunities
  • B. Communication reports
  • C. Previous incident, problem and change records
  • D. Guidelines and procedures for triage
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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Question #3

Which TWO of the following items is a service desk MOST LIKELY to capture?
1. Problems
2. Service requests
3. Incidents
4. Changes

  • A. 2 and 3
  • B. 1 and 4
  • C. 1 and 2
  • D. 3 and 4
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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Question #4

Which of the following describes the purpose of the service desk practice desk practice?

  • A. To minimize the negative impact of incidents by restoring normal service operation as quickly possible
  • B. To ensure that the demand tor incident resolution and service requests is captured
  • C. To reduce the likelihood and impact of incidents by Identifying, actual and potential causes of incidents
  • D. To systematically observe services and service components, and record and report selected changes of state
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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Question #5

What is the FIRST step in the incident handling and resolution process that helps identify the team responsible for the failed Cis and/or services?

  • A. Incident classification
  • B. Incident resolution
  • C. Incident diagnosis
  • D. Incident detection
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Explanation: Only visible for PracticeMaterial members. You can sign-up / login (it's free).

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