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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

Question 1

A service desk agent has recently been promoted to service desk manager. Which of the following will now be their new responsibility as a service desk manager?

A. Ensuring a great user experience and high user satisfaction
B. Reviewing and continually improving the service desk practice
C. Participate in activities of other practices as required by the service value stream
D. Cooperate with team members in the context of service value streams

Question 2

What is a capability criterion for the service request management practice which is related to the
'information and technology' dimension of service management?

A. Third-party services needed to fulfil service requests are available
B. Qualified human resources are available to manage service requests
C. Service request fulfilment procedures are monitored to show their effectiveness
D. Communication solutions needed to fulfil service requests have been implemented

Question 3

What practice should be used together with the 'service request management' practice to ensure that third parties will adjust their level of service to the needs of the organization?

A. Supplier management
B. Service catalogue management
C. Service desk
D. Service level management

Question 4

Which of the following is the BEST description of practice capability level 3?

A. The practice is well defined and achieves its purpose in an organized way
B. The practice is performed as initial or intuitive
C. The practice is continually improving organizational capabilities associated with its purpose
D. The practice systematically achieves its purpose through a basic set of activities

Question 5

During which activity of the service request fulfilment control process is user satisfaction MOST LIKELY to be measured?

A. Fulfilment review
B. Service request model initiation and control
C. Ad hoc fulfilment control
D. Request categorization

Solutions: