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Peoplecert ITIL-4-MSF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management Practices | - Knowledge Management - Problem Management |
| Topic 2: Service Operation Practices | - Service Request Management - Monitoring and Event Management - Service Desk - Incident Management |
| Topic 3: Support and Fulfil Integration | - Shift Left Optimization - Workflow and Collaboration Across Value Streams |
| Topic 4: Technical Management Practices | - Infrastructure and Platform Management - Deployment Management |
Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
What practice should be used together with the 'service request management' practice to ensure that third parties will adjust their level of service to the needs of the organization?
- A. Service catalogue management
- B. Service desk
- C. Service level management
- D. Supplier management
Correct Answer: D 🗳️
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How can partners and suppliers support the 'service desk' practice?
- A. By advising on how to build the team and implement an information system
- B. By providing problem management tools
- C. By outsourcing the development of IT services
- D. By reducing the need to customize the IT services
Correct Answer: A 🗳️
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A support analyst restores a failed application service after restarting a middleware component.
The root cause is still unknown. Which term BEST describes the situation?
- A. Problem resolved
- B. Workaround applied
- C. Change implemented
- D. Known error
Correct Answer: B 🗳️
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Incident management team uses monitoring and event management tools to detect incidents as early as possible. What other incident management activities can benefit from the use of these tools?
- A. Planning of improvement initiatives
- B. Management of incident lifecycle
- C. Confirmation of incident resolution
- D. Management of incident models
Correct Answer: B 🗳️
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Which practice capability level indicates that the service desk practice achieves its purpose through a basic set of activities?
- A. Level 2
- B. Level 1
- C. Level 3
- D. Level 4
Correct Answer: B 🗳️
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