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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. 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

2. Which capability criterion supports the practice success factor `ensuring that timely, relevant, and sufficient monitoring data is available it relevant stakeholders?

A) The Key users of the monitoring data and their requirements are identified
B) The monitoring and event management approach Is regularly reviewed and continually improved
C) Events am usually detected immediately after they occur
D) The responsibility for the approach to monitoring and event management is clearly defined

3. Which activity of the `user query handling' process will result in the service desk agent resolving the query at first line?

A) Acknowledge and record the user query
B) Validate the user query
C) Triage the user query and inmate the appropriate activities
D) Informal ion packaging

4. A support manager wants to reduce repetitive incidents. Which practice should be MOST closely aligned with incident management?

A) Problem management
B) Workforce planning
C) Supplier evaluation
D) Financial budgeting

5. A service provider has different product focused teams, plus a small problem management team.
What activity is MOST LIKELY to be a responsibility of the problem management team?

A) Identifying and logging problems
B) Reviewing known errors
C) Investigating problems
D) Coordinating problem solving teams

Solutions: