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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Monitor, Support and Fulfil Practices Overview | - Incident Management - Problem Management - Service Desk Practice - Monitoring and Event Management - Service Request Management |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
1. The service management team is analysing different practices, products, and services to map relevant value streams for further improvements. They are currently looking at the incident anagement value stream and are trying to identify waste. Which of the following is the BEST step for analysing information to find waste?
A) Identify the scope of the value stream analysis
B) Reflect on the value stream map
C) Map the activities and the information flows
D) Do the service value stream walk
2. What is the MOST LIKELY reason to involve third parties in the service provider's problem management practice?
A) Third parties am responsible for problem categorization and Impart analysis
B) Service provider may have insufficient resources
C) Errors in third-party products may cause problems
D) Problems may cause incidents that have an Impact on third parties
3. What is a benefit of a health model?
A) It allows to monitor services from the user experience perspective
B) It suggests actions to minimize negative impact of an event
C) It defines how events messages are processed and evaluated
D) It provides a list of prioritized monitoring objectives
4. It is important for a service provider to understand user's feelings, emotions, and needs. Which service capability supports this?
A) Service empathy
B) Assurance
C) Moment of truth
D) Omnichannel communication
5. A service desk agent has recently been promoted to service desk manager. Which of the following will now be their new responsibility as a service desk manager?
A) Cooperate with team members in the context of service value streams
B) Ensuring a great user experience and high user satisfaction
C) Reviewing and continually improving the service desk practice
D) Participate in activities of other practices as required by the service value stream
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: C |
