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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. Why should an organization use workarounds?

A) To ensure that problems are investigated
B) To manage Backlog accumulated by choosing temporary solutions
C) To help identify problems that have been analysed but not resolved
D) To reduce or eliminate the impact of problems that cannot be resolved

2. What is the MOST LIKELY reason to involve third parties in the service provider's problem management practice?

A) Errors in third-party products may cause problems
B) Third parties am responsible for problem categorization and Impart analysis
C) Service provider may have insufficient resources
D) Problems may cause incidents that have an Impact on third parties

3. How can partners and suppliers support the service desk practice?

A) By providing consultancy on how to customize the IT services
B) By outsourcing the development of II services
C) By providing change enablement tools
D) By providing trained resources to work in service desk teams

4. A service provider analysed the performance of the service desk practice and identified several improvement initiatives. Which software tools will help the service provider to track the progress of these initiatives?

A) Workflow management and collaboration tools
B) Analysis and reporting tools
C) Work planning and prioritization tools
D) Survey tools

5. Which role or team usually perform the initial operational actions on service requests?

A) Specialized technician
B) Problem manager
C) Service desk
D) Change manager

Solutions: