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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Support and Fulfil Integration | - Workflow and Collaboration Across Value Streams - Shift Left Optimization |
| Topic 2: Service Operation Practices | - Incident Management - Service Desk - Monitoring and Event Management - Service Request Management |
| Topic 3: Technical Management Practices | - Infrastructure and Platform Management - Deployment Management |
| Topic 4: Service Management Practices | - Knowledge Management - Problem Management |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
1. During which activity of the service request fulfilment control process is user satisfaction MOST LIKELY to be measured?
A) Fulfilment review
B) Service request model initiation and control
C) Request categorization
D) Ad hoc fulfilment control
2. A service provider is implementing a new analysis and reporting system. How will service request management benefit from it?
A) The system will support handling of service requests from initiation to fulfilment
B) The system will support practice measurement and reporting
C) The system will be used for ad hoc request fulfilment
D) The system will be used to communicate new request models to users
3. What is the PRIMARY value of self-service request portals?
A) Reduce user access to services
B) Increase manual workload
C) Improve efficiency and user experience
D) Eliminate governance controls
4. What management practice is involved in providing users with descriptions of the service requests available to them?
A) Service catalogue management
B) Change enablement
C) Incident management
D) Problem management
5. Which of the following is a CORRECT statement about partners and suppliers in the incident management practice?
A) It is Important to unsure that third parties design their incident management processes as a copy Of their customers' processes.
B) It is not important to integrate third parties into incident Information exchange workflows.
C) It is important to ensure that third parties adhere to the Incident management policies established by their customers.
D) It is not important to ensure third parties' adherence to organization's policies.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: C |
