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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

Question 1

A service provider identified several errors in the third-party software which cannot be resolved for various reasons. The application management team identified a way to prevent incidents related to these errors. However, the team is conscious of the errors and needs to monitor and regularly review them to ensure that the impact assessment and the workarounds remain valid.
How can automation of problem management support the team in this situation?

A. By supporting problem diagnosis with machine learning
B. By supporting automated correlation of incidents
C. By supporting integration with change records
D. By supporting the problem management metrics

Question 2

How can partners and suppliers support the service desk practice?

A. By mandating that all users utilize self-help portals
B. By providing trained resources to work in service desk teams
C. By reducing the amount of automation used by the service desk
D. By reducing the need to customize the IT services

Question 3

It is important for a service provider to understand user's feelings, emotions, and needs. Which service capability supports this?

A. Omnichannel communication
B. Assurance
C. Service empathy
D. Moment of truth

Question 4

An organization is improving a value stream for fulfilling service requests. It is identifying the steps, activities and information flows that are used to handle service requests. Which step in the value stream mapping is the organization performing?

A. Reflect on the value stream map
B. Define the purpose of the value stream
C. Do the service value stream walk
D. Create a 'to be' value stream map

Question 5

Which of the following is a practice success factor for the 'service desk' practice?

A. Including service desk communication in every value stream
B. Enabling the effective integration of user communications into value streams
C. Overcoming the challenges associated with using web portals
D. Ensuring that multichannel communication is used and improved wherever possible

Solutions: