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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Technical Management Practices | - Deployment Management - Infrastructure and Platform Management |
| Support and Fulfil Integration | - Shift Left Optimization - Workflow and Collaboration Across Value Streams |
| Service Operation Practices | - Monitoring and Event Management - Service Request Management - Incident Management - Service Desk |
| Service Management Practices | - Problem Management - Knowledge Management |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
What practice enables the early detection of incidents?
- A. Service request management
- B. Problem management
- C. Monitoring and event management
- D. Knowledge management
Correct Answer: C 🗳️
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Which consumer role is the primary focus of the service request management practice?
- A. Asset manager
- B. Customer
- C. Sponsor
- D. User
Correct Answer: D 🗳️
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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. Create a 'to be value stream map
- B. Do the service value stream walk
- C. Define the purpose of the value stream
- D. Using the 'to be' value stream map to plan improvements
Correct Answer: A 🗳️
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Which metric BEST indicates the effectiveness of incident management?
- A. Mean time to restore service
- B. Total infrastructure cost
- C. Number of approved suppliers
- D. Number of service catalog items
Correct Answer: A 🗳️
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A service provider identified several errors in the IT infrastructure which cannot be resolved for various reasons. The Infrastructure management team identified workarounds which reduced the likelihood of incidents caused by those errors to a minimum However, the team is aware of the errors and needs to monitor and regularly review them to ensure that the impact assessment and the workarounds remain valid. How should automation of problem management support the team in this situation?
- A. By supporting the problem management metrics
- B. By supporting problem diagnosis with machine learning
- C. By supporting automated periodic control of known errors
- D. By supporting, separation of problem and known errors
Correct Answer: C 🗳️
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