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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. An organization is designing a value stream for communicating planned outages to users. Al which step in value stream mapping will the user's expeditions regarding communicating planned communicating planned outages be identified?

A) Do the service value stream walk
B) Create a 'to be value stream map
C) Using the 'to be' value stream map to plan improvements
D) Define the purpose of the value stream

2. A service desk team notices that several users repeatedly report slow response times from a customer portal. Monitoring tools indicate occasional spikes in database latency, but service levels are still technically being met. What should the service desk do FIRST?

A) Ignore the reports because SLAs are met
B) Record and correlate the incidents for trend analysis
C) Escalate directly to problem management
D) Request immediate infrastructure replacement

3. A service provider is implementing a new powerful survey management system. How can service desk practice benefit from it?

A) The system will help to report the practice performance
B) The system will help to collect user feedback
C) The system will help to integrate service desk into value streams
D) The system will help to manage user query records

4. Which event type normally requires no immediate action?

A) Critical event
B) Exception event
C) Informational event
D) Major incident

5. Which aspect of the service request management practice MOST helps to ensure that the practices is efficient?

A) Service requests ere fulfilled according to user satisfaction
B) Service request procedures are automated
C) Service request procedures are optimized
D) Service request fulfilment is performed in line with the agreed procedures

Solutions: