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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Operation Practices | - Incident Management - Monitoring and Event Management - Service Request Management - Service Desk |
| Technical Management Practices | - Infrastructure and Platform Management - Deployment Management |
| Service Management Practices | - Problem Management - Knowledge Management |
| Support and Fulfil Integration | - Shift Left Optimization - Workflow and Collaboration Across Value Streams |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
1. Which capability level shows that the problem management practice is defined. Achieve its purpose, and is integrated with other practices?
A) Level 5
B) Level 4
C) Level 3
D) Level 2
2. A service provider wants to automatically create records and tasks if certain events happen.
These can be incident records, maintenance tasks, change records, and others. Which automation system should the service provider use for this?
A) Knowledge management system
B) Monitoring system built into the monitored component
C) Workflow management system
D) Service configuration management system
3. What will MOST help a service provider to adopt swarming to support their problem management practice?
A) Delegation of swarming management to a problem coordinator
B) Linking problem records to incident records
C) Consulting services from a third party that specializes in swarming
D) Formal definition of the role for the problem manager
4. What is the MAIN purpose of event correlation?
A) Increase the number of alerts generated
B) Replace incident prioritization
C) Combine related events into meaningful information
D) Eliminate monitoring tools
5. What is the FIRST step in the incident handling and resolution process that helps identify the team responsible for the failed Cis and/or services?
A) Incident detection
B) Incident classification
C) Incident diagnosis
D) Incident resolution
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: B |
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