Peoplecert ITIL-4-MSF : ITIL 4 Specialist: Monitor, Support and Fulfil

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

1. Which role or team usually perform the initial operational actions on service requests?

A) Specialized technician
B) Problem manager
C) Change manager
D) Service desk

2. Which of the following states the purpose of the service desk practice?

A) To create and maintain a healthy work culture in the service desk team
B) To ensure that the demand for incident resolution and service requests is captured
C) To provide a dedicated team to acknowledge and record user impacting incidents
D) To ensure that user queries are captured, validated, and triaged for further processing

3. An organization is designing a value stream for restoring service to users. At which step in value stream mapping should the user touchpoints be identified?

A) Identify the scope of the values stream analysis
B) Define the purpose of the value stream from the business standpoint
C) Reflect on the value stream map
D) Create a 'to be' value stream map

4. When service provider teams fulfil a service request, they need to control that all steps of the service request model are completed successfully. Which software tools help to perform this control?

A) Analysis and reporting tools
B) Monitoring and event management tools
C) Social media
D) Publishing tools

5. Which capability level is MOST focused on continual improvement?

A) Level 5
B) Level 3
C) Level 2
D) Level 4

Solutions: