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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. 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

2. The service request management team structures are usually the same as for what other practice?

A) Incident management
B) Change enablement
C) Problem management
D) Service level management

3. Which of the following BEST describes a service request?

A) A standardized approach to the fulfilment of a service request type
B) A set of details about service requests which is made available to users
C) A request from a user to initiate an agreed service action
D) A required functional component of the service request management practice

4. What should be the FIRST step in investigating a problem that was identified by reactive problem identification?

A) Look for a way to solve the problem
B) Create a known error
C) Understand which configuration items may have errors
D) Submit a change request to resolve the problem

5. What characteristic of communication channels can be supported by pre-population of relevant user data?

A) Familiarity
B) Contextual intelligence
C) Usability
D) Availability

Solutions: