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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 MOST important factor to consider when deciding how to mitigate problems?

A) Service level agreements for problem resolution
B) The number and frequency of related incidents
C) Business impact on service consumers
D) Technical impact on applications or infrastructure

2. In which step of the 'incident handling and resolution' process will a change be initiated?

A) Incident registration
B) Incident resolution
C) Incident closure
D) Incident diagnosis

3. Which capability criterion supports the practice success factor 'ensuring that events are detected, interpreted, and if needed acted upon as quickly as possible'?

A) The responsibility for the approach to monitoring and event management is clearly defined
B) The monitoring data is available when needed and meets the user requirements
C) The key users of the monitoring data and their requirements are identified
D) Trends are analysed and used to predict the event occurrence

4. A service provider identified several errors in the third-party software which cannot be resolved for various reasons. The application management team identified a way to prevent incidents related to these errors. However, the team is conscious of the errors and needs to monitor and regularly review them to ensure that the impact assessment and the workarounds remain valid.
How can automation of problem management support the team in this situation?

A) By supporting integration with change records
B) By supporting automated correlation of incidents
C) By supporting problem diagnosis with machine learning
D) By supporting the problem management metrics

5. Why should an organization use workarounds?

A) To help identify problems that have been analysed but not resolved
B) To ensure that problems are investigated
C) To manage Backlog accumulated by choosing temporary solutions
D) To reduce or eliminate the impact of problems that cannot be resolved

Solutions: