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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. Which capability criterion supports the practice success factor 'establishing and maintaining approaches/models that describe the various types of events and monitoring capabilities needed to detect them'?

A) The monitoring data is available when needed and meets the user requirements
B) The responsibility for the approach to monitoring and event management is clearly defined
C) The quality of monitoring data is measured and reported
D) Detected events are interpreted and acted upon, where relevant

2. Fulfilment of service requests can be constrained by third parties. Where can users and customers find Information about these constraints?

A) Service request catalogue
B) CMDB
C) Service request model
D) Service level agreements

3. How should an organization BEST assess how well problem management is contributing to the organization's success?

A) By using the ITIL maturity model described in the practice guide
B) By engaging independent consultants to assess and report on the practice
C) By measuring and reporting the key performance indicators defined in the practice guide
D) By documenting the organization's service value system

4. During which activity of the service request fulfilment control process is user satisfaction MOST LIKELY to be measured?

A) Service request model initiation and control
B) Ad hoc fulfilment control
C) Request categorization
D) Fulfilment review

5. What is the CORRECT description of a known error?

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

Solutions: