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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Monitor, Support and Fulfil Practices Overview | - Service Request Management - Service Desk Practice - Monitoring and Event Management - Problem Management - Incident Management |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
What is a key input to the service request fulfillment control process?
- A. Policies regulatory requirements
- B. Fulfilled service requests
- C. User survey insults
- D. Service request Queries
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Although many events are captured and processed automatically, some require a human response. Which software tools are MOST important for effective joint work of IT teams responding to events?
- A. Knowledge management tools
- B. Analysis and reporting tools
- C. Service configuration management tools
- D. Workflow management and collaboration tools
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Incident management team uses monitoring and event management tools to detect incidents as early as possible. What other incident management activities can benefit from the use of these tools?
- A. Management of incident lifecycle
- B. Management of incident models
- C. Planning of improvement initiatives
- D. Confirmation of incident resolution
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A service provider is experimenting with artificial intelligence (AI) capabilities to improve event correlation and impact assessment. The previous monitoring and event management records provide sufficient technical data to `tech' the AI. However, some human input is required. What aspect of correlation and impact analysis are MOST LIKELY to need an input from the service provider's members?
- A. Anomalies that arc not apparent to humans
- B. Impact of events on the service and business context
- C. Impact of events on the system performance
- D. Performance and capacity thresholds
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What should be the FIRST step in investigating a problem that was identified by reactive problem identification?
- A. Look for a way to solve the problem
- B. Understand which configuration items may have errors
- C. Submit a change request to resolve the problem
- D. Create a known error
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