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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

1. A service provider is experimenting with artificial intelligence (AI) capabilities to improve event correlation and impact assessment. The previous monitoring and event management records provide sufficient technical data to `tech' the AI. However, some human input is required. What aspect of correlation and impact analysis are MOST LIKELY to need an input from the service provider's members?

A) Performance and capacity thresholds
B) Impact of events on the system performance
C) Anomalies that arc not apparent to humans
D) Impact of events on the service and business context

2. Which of the following automation tolls will help to integrate service desk with other practice in the service provider's value streams?

A) Work prioritization tools
B) Workflow management tools
C) Reporting tools
D) Survey tools

3. The appropriate service request model is chosen as pad or which activity of the `service request fulfillment control process?

A) Fulfil merit review
B) Request categorization
C) Service request model initiation and control
D) Ad hoc fulfilment control

4. When service provider teams fulfil a service request, they need to control that all steps of the service request model are completed successfully. Which software tools help to perform this control?

A) Analysis and reporting tools
B) Monitoring and event management tools
C) Social media
D) Publishing tools

5. Which of the following is an input to the 'communicating to users' process?

A) Communication reports
B) Previous incident, problem and change records
C) Guidelines and procedures for triage
D) Technology opportunities

Solutions: