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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Monitor, Support and Fulfil Practices Overview | - Incident Management - Monitoring and Event Management - Service Request Management - Problem Management - Service Desk Practice |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
The service management team is analysing different practices, products, and services to map relevant value streams for further improvements. They are currently looking at the incident anagement value stream and are trying to identify waste. Which of the following is the BEST step for analysing information to find waste?
- A. Do the service value stream walk
- B. Reflect on the value stream map
- C. Identify the scope of the value stream analysis
- D. Map the activities and the information flows
Correct Answer: D 🗳️
Explanation: Only visible for Prep4away members. You can sign-up / login (it's free).
What is the FIRST step in the incident handling and resolution process that helps identify the team responsible for the failed Cis and/or services?
- A. Incident classification
- B. Incident diagnosis
- C. Incident detection
- D. Incident resolution
Correct Answer: A 🗳️
Explanation: Only visible for Prep4away members. You can sign-up / login (it's free).
In which step of the 'incident handling and resolution' process will a change be initiated?
- A. Incident registration
- B. Incident diagnosis
- C. Incident closure
- D. Incident resolution
Correct Answer: D 🗳️
Explanation: Only visible for Prep4away members. You can sign-up / login (it's free).
An organization is improving its service desk practice. How should the organization use the guiding principle 'collaborate and promote visibility'?
- A. Use existing procedures until the resources are available to review them
- B. Include business tours in induction training for service desk agents
- C. Automate service desk procedures where possible
- D. Create familiar interfaces for self-service systems
Correct Answer: B 🗳️
Explanation: Only visible for Prep4away members. You can sign-up / login (it's free).
Which statement about the third-parties role in incident management is CORRECT?
- A. Third parties should be excluded from incident management activities
- B. Incident management activities should be delegated to third parties as much as possible
- C. Incident models should define third parties' involvement in incident management
- D. Interactions with third parties during incident management should be formalized as much as possible
Correct Answer: C 🗳️
Explanation: Only visible for Prep4away members. You can sign-up / login (it's free).
