Peoplecert ITIL-4-MSF : ITIL 4 Specialist: Monitor, Support and Fulfil

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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. 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) Leverage automation tools to manage knowledge and to automate solutions, where possible
B) Use dashboards and reports to communicate service performance to internal and external stakeholders
C) Use swarming to optimize resolution of unusual, complex, and major incidents
D) Develop incident models and reuse known resolutions

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

3. An organization receives thousands of monitoring alerts daily. Most alerts never require action.
What should be improved FIRST?

A) Event filtering and correlation rules
B) Service catalog design
C) Incident categorization structure
D) Knowledge management policies

4. An organization is not currently doing problem management, and is trying to decide how to get started. What should be the FIRST step for the organization to take?

A) Look at data on backlogs and links with incidents and changes
B) Define detailed workflows and activities for the problem management
C) Define a scope for problem management that includes a wide range of product and services
D) Identify some problems in critical services and try to resolve them

5. Which is a challenge of the monitoring and event management practice in a modern IT environment?

A) Service value streams
B) Lack of data
C) Lack of availability of monitoring tools
D) Volume of data

Solutions: