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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. A monitoring tool reports that a critical business service is unavailable, but users have not yet reported any issues. What should support teams do?

A) Ignore automated alerts
B) Wait for user confirmation
C) Initiate investigation and response procedures immediately
D) Convert the event into a service request

2. It is important for a service provider to understand user's feelings, emotions, and needs. Which service capability supports this?

A) Service empathy
B) Omnichannel communication
C) Assurance
D) Moment of truth

3. A service provider supports an international customer organization with users in many countries.
The service provider aims to ensure high and consistent quality of request fulfilment for all users at all locations. How should the service provider use the workflow and collaboration system to support this objective?

A) It should offer a flexible measurement and reporting capability
B) It should support creation and use of service request models
C) It should offer convenient self-help capabilities
D) It should allow for a flexible and affordable super-user role

4. A service provider identified several errors in the IT infrastructure which cannot be resolved for various reasons. The Infrastructure management team identified workarounds which reduced the likelihood of incidents caused by those errors to a minimum However, the team is aware of the errors and needs to monitor and regularly review them to ensure that the impact assessment and the workarounds remain valid. How should automation of problem management support the team in this situation?

A) By supporting the problem management metrics
B) By supporting, separation of problem and known errors
C) By supporting problem diagnosis with machine learning
D) By supporting automated periodic control of known errors

5. What characteristic of communication channels can be supported by pre-population of relevant user data?

A) Usability
B) Availability
C) Familiarity
D) Contextual intelligence

Solutions: