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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Technical Management Practices | - Deployment Management - Infrastructure and Platform Management |
| Topic 2: Support and Fulfil Integration | - Shift Left Optimization - Workflow and Collaboration Across Value Streams |
| Topic 3: Service Operation Practices | - Service Desk - Monitoring and Event Management - Incident Management - Service Request Management |
| Topic 4: Service Management Practices | - Knowledge Management - Problem Management |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
1. Which of the following is a CORRECT statement about partners and suppliers in the incident management practice?
A) It is not important to integrate third parties into incident Information exchange workflows.
B) It is Important to unsure that third parties design their incident management processes as a copy Of their customers' processes.
C) It is important to ensure that third parties adhere to the Incident management policies established by their customers.
D) It is not important to ensure third parties' adherence to organization's policies.
2. Which activity of the `user query handling' process will result in the service desk agent resolving the query at first line?
A) Triage the user query and inmate the appropriate activities
B) Informal ion packaging
C) Validate the user query
D) Acknowledge and record the user query
3. What is a CORRECT statement about the handling of events?
A) A set of control actions should define immediate response to informational events
B) A single set or control actions should be established for all event classes
C) incidents should be registered in response to instructional events
D) Events require a response that la tailored to the event type
4. What competency is the MOST important when performing the activity 'event logging'?
A) Methods and techniques expert
B) Technical expert
C) Coordinator/communicator
D) Leader
5. Which of the following BEST describes a service request?
A) A set of details about service requests which is made available to users
B) A request from a user to initiate an agreed service action
C) A required functional component of the service request management practice
D) A standardized approach to the fulfilment of a service request type
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: B |
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