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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Monitor, Support and Fulfil Practices Overview | - Problem Management - Monitoring and Event Management - Incident Management - Service Desk Practice - Service Request Management |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
What should a service provider do when human resources to establish problem modes are not available?
- A. Create a single problem model to be used for managing all problems
- B. Delegate creation or problem models to a problem coordinator
- C. Postphone problem management activities until the resources are available
- D. Consider using a third-party consulting service to help develop problem models
Correct Answer: D 🗳️
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Which activity is MOST closely associated with the monitoring and event management practice?
- A. Prioritizing user requests
- B. Authorizing service changes
- C. Defining service warranties
- D. Detecting meaningful state changes
Correct Answer: D 🗳️
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What type of service requests is not available to users when a service is designed for a no- request operations?
- A. A request to register a complaint
- B. A request specific to service utility
- C. A request to register a compliment
- D. A how-to request
Correct Answer: B 🗳️
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Which of the following describes the purpose of the service desk practice desk practice?
- A. To minimize the negative impact of incidents by restoring normal service operation as quickly possible
- B. To systematically observe services and service components, and record and report selected changes of state
- C. To ensure that the demand tor incident resolution and service requests is captured
- D. To reduce the likelihood and impact of incidents by Identifying, actual and potential causes of incidents
Correct Answer: C 🗳️
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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 🗳️
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