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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. Which statement about the third-parties role in incident management is CORRECT?

A) Third parties should be excluded from incident management activities
B) Incident management activities should be delegated to third parties as much as possible
C) Incident models should define third parties' involvement in incident management
D) Interactions with third parties during incident management should be formalized as much as possible

2. Which statement BEST describes a standard service request?

A) It always requires emergency approval
B) It must be treated as an incident
C) It always requires root cause analysis
D) It is pre-authorized and low risk

3. Although many events are captured and processed automatically, some require a human response. Which software tools are MOST important for effective joint work of IT teams responding to events?

A) Analysis and reporting tools
B) Knowledge management tools
C) Workflow management and collaboration tools
D) Service configuration management tools

4. What should a service provider do when human resources to establish problem modes are not available?

A) Create a single problem model to be used for managing all problems
B) Delegate creation or problem models to a problem coordinator
C) Consider using a third-party consulting service to help develop problem models
D) Postphone problem management activities until the resources are available

5. An organization with different types of customers operates in several markets. Services are technically complex and require experts from many teams in order to resolve incidents. The organization wants to reorganize its teams to improve incident management. What is the BEST approach for the organization to use in order to improve incident handling?

A) Create a hierarchical structure of incident resolution teams
B) Implement horizontal team structure and encourage collaboration
C) Create separate teams with clear boundaries to handle specific types of incident
D) Create processes with detailed procedures for handling all incidents

Solutions: