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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 | - Workflow and Collaboration Across Value Streams - Shift Left Optimization |
| Topic 3: Service Management Practices | - Problem Management - Knowledge Management |
| Topic 4: Service Operation Practices | - Incident Management - Service Request Management - Monitoring and Event Management - Service Desk |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
In which step of the 'incident handling and resolution' process will a change be initiated?
- A. Incident registration
- B. Incident closure
- C. Incident resolution
- D. Incident diagnosis
Correct Answer: C 🗳️
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How can partners and suppliers support the service desk practice?
- A. By reducing the need to customize the IT services
- B. By mandating that all users utilize self-help portals
- C. By providing trained resources to work in service desk teams
- D. By reducing the amount of automation used by the service desk
Correct Answer: C 🗳️
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What is the MOST LIKELY reason to involve third parties in the service provider's problem management practice?
- A. Problems may cause incidents that have an Impact on third parties
- B. Service provider may have insufficient resources
- C. Errors in third-party products may cause problems
- D. Third parties am responsible for problem categorization and Impart analysis
Correct Answer: C 🗳️
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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. Participate in activities of other practices as required by the service value stream
- B. Reviewing and continually improving the service desk practice
- C. Ensuring a great user experience and high user satisfaction
- D. Cooperate with team members in the context of service value streams
Correct Answer: B 🗳️
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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 a scope for problem management that includes a wide range of product and services
- C. Identify some problems in critical services and try to resolve them
- D. Define detailed workflows and activities for the problem management
Correct Answer: C 🗳️
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