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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. What is the CORRECT description of a known error?

A) A problem that has been analysed but has not been resolved
B) A repeatable approach to the management of a particular type of problem
C) An error which may cause, or has already caused, one or more incidents
D) A solution that reduces or eliminates the impact of one or more incidents

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

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

3. What can be used to help the service provider assess user experience of a user service?

A) An event correlation
B) A monitoring action plan
C) A health model
D) A rule set

4. A service provider analysed the performance of the service desk practice and identified several improvement initiatives. Which software tools will help the service provider to track the progress of these initiatives?

A) Survey tools
B) Workflow management and collaboration tools
C) Work planning and prioritization tools
D) Analysis and reporting tools

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

Solutions: