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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Monitor, Support and Fulfil Practices Overview | - Service Desk Practice - Service Request Management - Incident Management - Monitoring and Event Management - Problem Management |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
Which of the following is NOT a benefit of knowing the current status of services and service components?
- A. Ability to respond appropriately to service-impacting events that have already occurred
- B. Ability to filter the vast amount of monitoring data which can be collected through the monitoring tools
- C. Ability to take proactive actions to prevent future adverse events from occurring
- D. Ability to perform operational activities that are required to ensure that service components are performing optimally
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Incident management team uses monitoring and event management tools to detect incidents as early as possible. What other incident management activities can benefit from the use of these tools?
- A. Confirmation of incident resolution
- B. Management of incident models
- C. Management of incident lifecycle
- D. Planning of improvement initiatives
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Fulfilment of service requests can be constrained by third parties. Where can users and customers find Information about these constraints?
- A. Service request catalogue
- B. CMDB
- C. Service request model
- D. Service level agreements
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Which capability level shows that the problem management practice is defined. Achieve its purpose, and is integrated with other practices?
- A. Level 3
- B. Level 4
- C. Level 5
- D. Level 2
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The request catalogue is a part of what other source of information?
- A. Service request models
- B. Service level agreements
- C. The service catalogue
- D. The service desk
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