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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

Question 1

Which of the following describes the purpose of the service desk practice desk practice?

A. To systematically observe services and service components, and record and report selected changes of state
B. To minimize the negative impact of incidents by restoring normal service operation as quickly possible
C. To ensure that the demand tor incident resolution and service requests is captured
D. To reduce the likelihood and impact of incidents by Identifying, actual and potential causes of incidents

Question 2

An organization is improving its service desk practice. How should the organization use the guiding principle 'start where you are'?

A. Establish a clear communication channel but use the procedures that are currently available.
B. Identify metrics that demonstrate the role of the service desk in the service provider and the service consumer organizations
C. Standardize operations and automate processes where possible
D. Gradually Implement new service desk channels and loots

Question 3

Which specific skill is required by a service desk manager when performance the activity `defining the objectives of monitoring?

A. Understanding service value for stakeholders
B. Expertise in automation
C. Expertise in monitoring tools
D. Knowledge of the event logging procedures

Question 4

The service request management team structures are usually the same as for what other practice?

A. Change enablement
B. Incident management
C. Service level management
D. Problem management

Question 5

Which capability criterion supports the practice success factor `ensuring that timely, relevant, and sufficient monitoring data is available it relevant stakeholders?

A. The responsibility for the approach to monitoring and event management is clearly defined
B. The monitoring and event management approach Is regularly reviewed and continually improved
C. Events am usually detected immediately after they occur
D. The Key users of the monitoring data and their requirements are identified

Solutions: