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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. Which activity is part of the `service request review and optimization' process?

A) Deciding on whether to fulfil exceptions lo standard service requests
B) Selecting the appropriate service request model
C) Enacting the procedures to fulfill the request
D) Registering suggested Improvements to service request models

2. What TWO requirements are important when selecting a third-party tool to support problem management?
1. Cross team collaboration
2. Changeable impact or categorization
3. Known error records not the same as problem records
4. Problems automatically closed when related incidents are closed

A) 2 and 3
B) 3 and 4
C) 4 and 1
D) 1 and 2

3. An organization has identified many interfaces between the service request management activities and the activities of other practices. During value stream mapping, when will it be BEST to document these interfaces?

A) Walkthrough of the service value stream steps
B) Identification of the scope of the service value stream analysis
C) Definition of the purpose of the service value stream
D) Creation of the 'to be' service value stream map

4. A user requests access to an application already approved for their role. What is the MOST appropriate action?

A) Treat as a standard service request
B) Escalate to problem management
C) Raise an emergency change
D) Open a major incident

5. How can partners and suppliers support the monitoring and event management practice?

A) By building event generation capabilities into their product's operating system
B) By providing incident management tools
C) By defining which informational events require immediate action
D) By benchmarking service performance against SLAs agreed with customers

Solutions: