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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. Which activity of the `user query handling' process will result in the service desk agent resolving the query at first line?

A) Triage the user query and inmate the appropriate activities
B) Acknowledge and record the user query
C) Informal ion packaging
D) Validate the user query

2. Which of the following is a CORRECT statement about partners and suppliers in the incident management practice?

A) It is not important to ensure third parties' adherence to organization's policies.
B) It is important to ensure that third parties adhere to the Incident management policies established by their customers.
C) It is not important to integrate third parties into incident Information exchange workflows.
D) It is Important to unsure that third parties design their incident management processes as a copy Of their customers' processes.

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

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

4. An organization's service desk practice has a dedicated team of skilled agents that effectively interacts with other teams and practices. What capability level does this indicate?

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

5. What process has activities that ensure that messages are directed to the correct audience?

A) Omnichannel communication
B) Communicating to users
C) User query handling
D) Service desk optimization

Solutions: