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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. What is considered an incident?

A) Planned interruption to a service
B) Reduction in the quality of a service
C) End-users having to use self-help tools
D) Inability to assign resources to all tasks in the backlog

2. What is the PRIMARY value of self-service request portals?

A) Reduce user access to services
B) Increase manual workload
C) Improve efficiency and user experience
D) Eliminate governance controls

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

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

4. Which event type normally requires no immediate action?

A) Exception event
B) Informational event
C) Critical event
D) Major incident

5. Which consumer role is the primary focus of the service request management practice?

A) Sponsor
B) User
C) Customer
D) Asset manager

Solutions: