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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. A service request requires approval from a department manager before fulfillment. Which principle should guide the design of this workflow?

A) Maximize unnecessary controls
B) Separate all activities manually
C) Avoid standardization
D) Optimize and automate where possible

2. Which process includes sending out notifications?

A) Monitoring planning
B) Event handling
C) Monitoring and event management review
D) Establishing and maintaining approaches

3. Which of the following is a correct statement about active monitoring in the context of the monitoring and event management practice?

A) Active monitoring takes place when a defined set of conditions have been met
B) Active monitoring takes place whether an event has occurred or not
C) Active monitoring takes place only when an event occurs
D) In active monitoring CIs report the event when it occurs

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

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

5. An organization is improving a value stream for fulfilling service requests. It is identifying the steps, activities and information flows that are used to handle service requests. Which step in the value stream mapping is the organization performing?

A) Do the service value stream walk
B) Create a 'to be' value stream map
C) Define the purpose of the value stream
D) Reflect on the value stream map

Solutions: