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

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Total 194 questions

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Question 1

Which of the following is an input to the 'communicating to users' process?

A. Previous incident, problem and change records B. Guidelines and procedures for triage C. Communication reports D. Technology opportunities

Correct Answer: A

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Question 2

Which is an input to the 'event handling' process?

A. Service health criteria B. Monitoring plan C. Service catalogue D. Service performance thresholds

Correct Answer: D

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Question 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

Correct Answer: D

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Question 4

Which monitoring and oven! management activity is MOST LIKELY to involve partners and suppliers?

A. Providing consultancy on how to design and develop new IT services B. Providing information about how services that utilize internal and externally provided components, enable value fill customers. C. Defining monitoring and event thresholds for all services delivered by the service provider D. Providing application programme interface (APIs) that integrate with the service provider's monitoring and event management systems

Correct Answer: D

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Question 5

What is usually included in a problem record when it is created, for both reactive and proactive problem identification?

A. Incidents requiring a root cause analysis B. Problem workaround C. Associated configuration items D. Problem solution

Correct Answer: C

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Question 6

Which third party contribution to problem management should NOT be documented in a problem model?

A. How the third party helps to develop the problem management practice B. How the third party identifies and logs problems C. How the third party documents workarounds for problems D. How the third party helps to investigate specific types of problem

Correct Answer: A

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Question 7

Why is the monitoring provided by default for a configuration item not always right for a specific organization?

A. Because many components do not come with default monitoring capability B. Because it does not assist operations staff in managing the object C. Because it does not ensure that value is being created for the organization D. Because it does not ensure that the component is operating optimally

Correct Answer: C

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Question 8

A recurring issue has an identified root cause and documented workaround. What is it called?

A. Service request B. Standard change C. Monitoring event D. Known error

Correct Answer: D

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Question 9

How can partners and suppliers support the service desk practice?

A. By mandating that all users utilize self-help portals B. By providing trained resources to work in service desk teams C. By reducing the amount of automation used by the service desk D. By reducing the need to customize the IT services

Correct Answer: B

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Question 10

A service provider receives negative feedback from users about fulfillment of some types of service requests. If a service request requires implementation of a change. It is often fulfilled with significant delays. What is the BEST way to improve this situation?

A. Review me fulfilment procedures to remove the need for change implementation B. Review the service value stream to ensure effective integration of all Involved C. Automate the fulfillment procedures D. Outsource the fulfilment procedures

Correct Answer: B

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Question 11

Which event type normally requires no immediate action?

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

Correct Answer: C

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Question 12

What defines how event messages will be processed and evaluated?

A. An event correlation B. A rule set C. A health model D. A monitoring action plan

Correct Answer: B

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Question 13

What is NOT a main characteristic of a service request?

A. A service request leads to an agreed service outcome B. A service request is initiated by a user or user representative C. A service request leads to a normal change D. A service request is acted on by the service provider

Correct Answer: C

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Question 14

Which is a practice success factor for the service desk practice?

A. Enabling and continually Improving effective, efficient, and convenient communications between the Service desk and its staff B. Overcoming the challenge of the limited scalability or voice and video cell channels C. Ensuring that multichannel communication is used and improved wherever possible D. Enabling and continually Improving effective, efficient, and convenient communications between the service provider and its users

Correct Answer: D

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Question 15

What is part of the service desk agent role?

A. Triaging user queries end taking appropriate action B. Planning the capacity and performance of the service desk team C. Ensuring the workload balance between the service desk activities and involvement in other practices D. Creating and maintaining a healthy work culture

Correct Answer: A

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Page: 1 / 13
Total 194 questions

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