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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Monitor, Support and Fulfil Practices Overview | - Monitoring and Event Management - Service Request Management - Service Desk Practice - Incident Management - Problem Management |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
1. Which statement BEST reflects the ITIL concept of value co-creation?
A) Customers receive value automatically
B) Service providers create all value independently
C) Value depends only on technology
D) Value emerges through provider and consumer interaction
2. Which of the following is an input to the `user query handling' process?
A) Recorded and categorized user queries
B) Improvement initiatives
C) Guidelines and procedures for triage
D) Categorized user queries
3. An organization is designing a value stream for communicating planned outages to users. Al which step in value stream mapping will the user's expeditions regarding communicating planned communicating planned outages be identified?
A) Define the purpose of the value stream
B) Create a 'to be value stream map
C) Do the service value stream walk
D) Using the 'to be' value stream map to plan improvements
4. What is the MAIN purpose of event correlation?
A) Increase the number of alerts generated
B) Eliminate monitoring tools
C) Combine related events into meaningful information
D) Replace incident prioritization
5. A service provider is implementing a new service configuration management system. How will problem management benefit from it?
A) The system will support collaboration between problem management teams
B) The system will help to categorize and investigate problems
C) The system will support management of the problem and known error records
D) The system will help to measure the practice performance
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: C |
