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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Operation Practices | - Service Request Management - Service Desk - Monitoring and Event Management - Incident Management |
| Technical Management Practices | - Deployment Management - Infrastructure and Platform Management |
| Support and Fulfil Integration | - Workflow and Collaboration Across Value Streams - Shift Left Optimization |
| Service Management Practices | - Knowledge Management - Problem Management |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
A monitoring tool reports that a critical business service is unavailable, but users have not yet reported any issues. What should support teams do?
- A. Ignore automated alerts
- B. Initiate investigation and response procedures immediately
- C. Convert the event into a service request
- D. Wait for user confirmation
Correct Answer: B 🗳️
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Which third party contribution to problem management should NOT be documented in a problem model?
- A. How the third party helps to investigate specific types of problem
- B. How the third party helps to develop the problem management practice
- C. How the third party identifies and logs problems
- D. How the third party documents workarounds for problems
Correct Answer: B 🗳️
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A service provider aims to improve the use of solutions for incidents found during problem investigation. Which software tools will help the service provider to achieve this?
- A. Knowledge management tools
- B. Monitoring and event management tools
- C. Service configuration management tools
- D. Workflow management and collaboration tools
Correct Answer: A 🗳️
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Which capability criterion supports the practice success factor 'establishing and maintaining approaches/models that describe the various types of events and monitoring capabilities needed to detect them'?
- A. The effectiveness of the monitoring and event management approach is measured and reported
- B. Detected events are interpreted and acted upon, where relevant
- C. Trends are analysed and used to predict the event occurrence
- D. The key users of the monitoring data and their requirements are identified
Correct Answer: D 🗳️
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A service provider has been utilizing some monitoring and event management capabilities for years, but never had an integrated approach to the practice. Different teams use different monitoring tools to detect and handle events in their areas of responsibility. What should be the FIRST step for the service provider to establish and automate an integrated monitoring and event management practice?
- A. Ensure decentralized monitoring across the technical teams
- B. Use artificial intelligence to make sense of ambiguous events
- C. Define a strategy for monitoring and event management
- D. Use machine learning to detect event patterns
Correct Answer: C 🗳️
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