Peoplecert ITIL-4-MSF

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

1. A service provider has been utilizing some monitoring and event management capabilities for years, but never had an integrated approach to the practice. Different teams use different monitoring tools to detect and handle events in their areas of responsibility. What should be the FIRST step for the service provider to establish and automate an integrated monitoring and event management practice?

A) Define a strategy for monitoring and event management
B) Use machine learning to detect event patterns
C) Ensure decentralized monitoring across the technical teams
D) Use artificial intelligence to make sense of ambiguous events

2. Which of the following is an input to the 'communicating to users' process?

A) Previous incident, problem and change records
B) Guidelines and procedures for triage
C) Technology opportunities
D) Communication reports

3. A service provider analysed the performance of the service desk practice and identified several improvement initiatives. Which software tools will help the service provider to track the progress of these initiatives?

A) Workflow management and collaboration tools
B) Survey tools
C) Analysis and reporting tools
D) Work planning and prioritization tools

4. An organization is implementing a new service configuration management system. How will incident management practice benefit from it?

A) The system will help to collect user's feedback
B) The system will help manage incident records
C) The system will help to diagnose incidents
D) The system will help to detect incidents

5. Which of the following is a practice success factor for the 'service desk' practice?

A) Overcoming the challenges associated with using web portals
B) Ensuring that multichannel communication is used and improved wherever possible
C) Enabling the effective integration of user communications into value streams
D) Including service desk communication in every value stream

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