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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Monitor, Support and Fulfil Practices Overview | - Problem Management - Monitoring and Event Management - Service Desk Practice - Incident Management - Service Request Management |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
1. Which practice capability level indicates that the service desk practice achieves its purpose through a basic set of activities?
A) Level 4
B) Level 1
C) Level 2
D) Level 3
2. Which of the following is a possible benefit of automatically detecting and registering incidents?
A) Improved ability to hide incident records from users
B) Increased savings from incident management activities
C) Increased downtime of negatively impacted services
D) Reduced use of self-healing systems
3. Which is an input to the 'event handling' process?
A) Service health criteria
B) Monitoring plan
C) Service performance thresholds
D) Service catalogue
4. What is the PRIMARY value of self-service request portals?
A) Reduce user access to services
B) Improve efficiency and user experience
C) Eliminate governance controls
D) Increase manual workload
5. During self-assessment of the `monitoring and event management' practice capability, what should be considered as evidence of the capability level3?
A) Regularly conducted practice reviews
B) Agreed processes, roles and responsibilities
C) Integration of monitoring and event management into service value streams
D) Regular reporting on the practice performance
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: C |
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