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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. What is a benefit of a health model?

A) It defines how events messages are processed and evaluated
B) It provides a list of prioritized monitoring objectives
C) It suggests actions to minimize negative impact of an event
D) It allows to monitor services from the user experience perspective

2. Which metric BEST indicates the effectiveness of incident management?

A) Total infrastructure cost
B) Number of approved suppliers
C) Mean time to restore service
D) Number of service catalog items

3. 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) 1 and 2
C) 3 and 4
D) 1 and 4

4. Which aspect of the service request management practice MOST helps to ensure that the practices is efficient?

A) Service request fulfilment is performed in line with the agreed procedures
B) Service request procedures are automated
C) Service request procedures are optimized
D) Service requests ere fulfilled according to user satisfaction

5. A service provider is implementing a new analysis and reporting system. How will service request management benefit from it?

A) The system will be used to communicate new request models to users
B) The system will be used for ad hoc request fulfilment
C) The system will support handling of service requests from initiation to fulfilment
D) The system will support practice measurement and reporting

Solutions: