Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil : ITIL-4-MSF

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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. What is NOT a main characteristic of a service request?

A) A service request leads to a normal change
B) A service request is acted on by the service provider
C) A service request leads to an agreed service outcome
D) A service request is initiated by a user or user representative

2. Which of the following is NOT an area to consider for creating a common language in the multi- vendor environment?

A) Software tools
B) Rules for data exchange
C) Processes
D) Salary agreements

3. Which activity of the `user query handling' process will result in the service desk agent resolving the query at first line?

A) Validate the user query
B) Informal ion packaging
C) Triage the user query and inmate the appropriate activities
D) Acknowledge and record the user query

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

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

5. What is a part of the service desk manager role?

A) Providing software tools for service desk
B) Triaging user queries
C) Acknowledging user queries
D) Creating and maintaining a healthy work culture

Solutions: