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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. A service provider identified several errors in the IT infrastructure which cannot be resolved for various reasons. The Infrastructure management team identified workarounds which reduced the likelihood of incidents caused by those errors to a minimum However, the team is aware of the errors and needs to monitor and regularly review them to ensure that the impact assessment and the workarounds remain valid. How should automation of problem management support the team in this situation?

A) By supporting the problem management metrics
B) By supporting problem diagnosis with machine learning
C) By supporting automated periodic control of known errors
D) By supporting, separation of problem and known errors

2. Which of the following automation tolls will help to integrate service desk with other practice in the service provider's value streams?

A) Survey tools
B) Reporting tools
C) Work prioritization tools
D) Workflow management tools

3. 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) Workflow management and collaboration tools
B) Knowledge management tools
C) Analysis and reporting tools
D) Service configuration management tools

4. A support analyst restores a failed application service after restarting a middleware component.
The root cause is still unknown. Which term BEST describes the situation?

A) Problem resolved
B) Workaround applied
C) Known error
D) Change implemented

5. A user requests access to an application already approved for their role. What is the MOST appropriate action?

A) Treat as a standard service request
B) Escalate to problem management
C) Open a major incident
D) Raise an emergency change

Solutions: