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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. A service provider wants to automate monitoring and event management effectively. To achieve this, the IT operations teams are working on identifying and documenting a business context for the events in IT systems and components. The main source of information for this is the configuration management system which helps to estimate the service and business impact of the events. Other information is available from existing event and incident records. What other important source of information must be considered to understand the context of events?

A) Performance and capacity thresholds provided by vendors
B) Anomalies that are not apparent to humans
C) Information from stakeholders about business impact
D) Impact of events on the system performance

2. Which TWO of the following items is a service desk MOST LIKELY to capture?
1. Problems
2. Service requests
3. Incidents
4. Changes

A) 2 and 3
B) 3 and 4
C) 1 and 2
D) 1 and 4

3. Which process includes sending out notifications?

A) Event handling
B) Establishing and maintaining approaches
C) Monitoring planning
D) Monitoring and event management review

4. Which practice capability level indicates that the service desk practice achieves its purpose through a basic set of activities?

A) Level 1
B) Level 2
C) Level 3
D) Level 4

5. Which of the following roles is typically the request initiator in the service request management practice?

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

Solutions: