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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 is the BEST description of problem prioritization?

A) The importance of a problem relative to other problems
B) Choosing which problems to work on first when there are insufficient resources
C) Optimizing problem resolution and mitigation
D) People with different areas of expertise working together to solve a problem

2. What is the MOST important factor to consider when deciding how to mitigate problems?

A) Business impact on service consumers
B) The number and frequency of related incidents
C) Service level agreements for problem resolution
D) Technical impact on applications or infrastructure

3. What is part of the service desk agent role?

A) Triaging user queries end taking appropriate action
B) Ensuring the workload balance between the service desk activities and involvement in other practices
C) Planning the capacity and performance of the service desk team
D) Creating and maintaining a healthy work culture

4. A value stream mapping exercise has noted that the service provider monitors all components that are visible to the service consumers. Why will this NOT be sufficient 'monitoring and event management' capability?

A) Because it is important monitor development and teat environments
B) Because most technology components include monitoring and event management capabilities by default
C) Because other components may be essential for the service to be available
D) Because the wrong stakeholders may have been consulted

5. What can be used to help the service provider assess user experience of a user service?

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

Solutions: