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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. Which of the following describes technical debt?

A) A special method of investigating incidents
B) A collection of tasks related to previously used workarounds
C) A repeatable approach to the management of incidents
D) An incident with significant business impact

2. During which activity of the service request fulfilment control process is user satisfaction MOST LIKELY to be measured?

A) Service request model initiation and control
B) Request categorization
C) Ad hoc fulfilment control
D) Fulfilment review

3. Which monitoring and oven! management activity is MOST LIKELY to involve partners and suppliers?

A) Providing application programme interface (APIs) that integrate with the service provider's monitoring and event management systems
B) Providing consultancy on how to design and develop new IT services
C) Defining monitoring and event thresholds for all services delivered by the service provider
D) Providing information about how services that utilize internal and externally provided components, enable value fill customers.

4. A service desk team notices that several users repeatedly report slow response times from a customer portal. Monitoring tools indicate occasional spikes in database latency, but service levels are still technically being met. What should the service desk do FIRST?

A) Escalate directly to problem management
B) Record and correlate the incidents for trend analysis
C) Request immediate infrastructure replacement
D) Ignore the reports because SLAs are met

5. What is used to minimize the negative impact of an event?

A) A monitoring action plan
B) A health model
C) An event correlation
D) A rule set

Solutions: