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Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil - ITIL-4-MSF Exam Questions

Page: 1 / 18
Total 194 questions

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QUESTION NO: 1
What challenge is associated with user-to-technology interactions?

A. Limited scalability B. Limited applicability to complicated and complex situations C. Unstructured information D. Subjective attitudes and emotions

Correct Answer: D

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QUESTION NO: 2
When is incident prioritization MOST relevant?

A. When there are no visualization tools available B. When incident resolution is tasked to a single team C. When there are sufficient resources to process every task within time constraints D. When it is impossible to assign resources to all tasks in the backlog

Correct Answer: D

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QUESTION NO: 3
Why should an organization use workarounds?

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

Correct Answer: A

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QUESTION NO: 4
What is the MOST important reason for integrating monitoring with incident management?

A. To accelerate response to service issues B. To eliminate user reporting C. To reduce visibility of services D. To increase infrastructure spending

Correct Answer: A

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QUESTION NO: 5
What is both a key input and a key output of the 'service request fulfilment control' process?

A. Service request models B. Service level agreements C. User satisfaction surveys D. Fulfilment actions records and reports

Correct Answer: A

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QUESTION NO: 6
Which of the following is the BEST description of practice capability level 3?

A. The practice is well defined and achieves its purpose in an organized way B. The practice is performed as initial or intuitive C. The practice is continually improving organizational capabilities associated with its purpose D. The practice systematically achieves its purpose through a basic set of activities

Correct Answer: C

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QUESTION NO: 7
What is the CORRECT description of a known error?

A. A repeatable approach to the management of a particular type of problem B. An error which may cause, or has already caused, one or more incidents C. A problem that has been analysed but has not been resolved D. A solution that reduces or eliminates the impact of one or more incidents

Correct Answer: C

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QUESTION NO: 8
How does the service request management practice achieve its purpose of supporting the agreed quality of a service?

A. By setting realistic expectations relating to the fulfilment of requests B. By improving the reputation of the service providing organization C. By effectively handling user queries that initiate agreed service actions D. By reducing the costs associated with request handling and fulfilment

Correct Answer: C

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QUESTION NO: 9
Why is prioritization important in incident management?

A. It eliminates the need for monitoring B. It determines compensation levels C. It ensures resources focus on the most impactful issues D. It prevents all escalations

Correct Answer: C

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QUESTION NO: 10
The organization is in the process of improving their incident management practice. They want to become better at demonstrating business value. Which of the following options is the BEST to use in order to achieve their objective?

A. Leverage automation tools to manage knowledge and to automate solutions, where possible B. Use swarming to optimize resolution of unusual, complex, and major incidents C. Use dashboards and reports to communicate service performance to internal and external stakeholders D. Develop incident models and reuse known resolutions

Correct Answer: C

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QUESTION NO: 11
Which of the following roles is typically the request initiator in the service request management practice?

A. Any user or authorized user representative B. Product Owner C. Technical specialist D. Service owner

Correct Answer: A

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Page: 1 / 18
Total 194 questions

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