Download Free Peoplecert ITIL-4-MSF Exam Questions & Answer [Q71-Q94]

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Download Free Peoplecert ITIL-4-MSF Exam Questions & Answer

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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

Section	Objectives
Topic 1: Service Management Practices	– Problem Management – Knowledge Management
Topic 2: Technical Management Practices	– Infrastructure and Platform Management – Deployment Management
Topic 3: Support and Fulfil Integration	– Shift Left Optimization – Workflow and Collaboration Across Value Streams
Topic 4: Service Operation Practices	– Service Desk – Incident Management – Monitoring and Event Management – Service Request Management

NEW QUESTION 71
An organization is improving a value stream for fulfilling service requests. It is identifying the steps, activities and information flows that are used to handle service requests. Which step in the value stream mapping is the organization performing?

Create a ‘to be’ value stream map

Reflect on the value stream map

Define the purpose of the value stream

Do the service value stream walk

NEW QUESTION 72
Which of the following is NOT a benefit of the ‘incident management’ practice?

Fulfilment of the SLAs with service consumers

Reduced knowledge capture and reuse

Higher client and employee satisfaction

Reduced losses caused by IT service unavailability

NEW QUESTION 73
A service provider successfully fulfils service requests according to well-defined service request models. This is effectively supported by the workflow management software tool, where the models are saved and managed. The CIO is aiming to understand and optimize the costs of the services delivered to customers.
Which capability of the workflow management tool used for service request management is DM MOST important to support this objective?

Available and convenient self service

Affordable and flexible super-user role

Work hours planning and reporting

Support of end to end value streams

NEW QUESTION 74
Which activity is part of the `service request review and optimization’ process?

Selecting the appropriate service request model

Registering suggested Improvements to service request models

Enacting the procedures to fulfill the request

Deciding on whether to fulfil exceptions lo standard service requests

NEW QUESTION 75
An organization is implement a new service configuration management system. How will monitoring and event management practice benefit from it?

The system will support collaboration between teams

The system will support event correlation

The system will help to manage tasks

The system will support practice measurement and reporting

NEW QUESTION 76
A service provider supports an international customer organization with users in many countries.
The service provider aims to ensure high and consistent quality of request fulfilment for all users at all locations. How should the service provider use the workflow and collaboration system to support this objective?

It should allow for a flexible and affordable super-user role

It should offer a flexible measurement and reporting capability

It should offer convenient self-help capabilities

It should support creation and use of service request models

NEW QUESTION 77
What should be the FIRST step in investigating a problem that was identified by reactive problem identification?

Create a known error

Look for a way to solve the problem

Submit a change request to resolve the problem

Understand which configuration items may have errors

NEW QUESTION 78
An organization is going to introduce problem management and they are considering who to appoint as a new problem manager. Who is the BEST candidate for the problem manager role?

A business relationship manager who previously worked as a risk manager

A service desk manager who is an expert at configuring service management tools

A senior technical specialist with a thorough knowledge of the organization’s products and architecture

An enterprise architect who is experienced at defining and documenting processes and workflows

NEW QUESTION 79
Which event type normally requires no immediate action?

Exception event

Critical event

Informational event

Major incident

NEW QUESTION 80
How should an organization BEST assess how well problem management is contributing to the organization’s success?

By measuring and reporting the key performance indicators defined in the practice guide

By engaging independent consultants to assess and report on the practice

By using the ITIL maturity model described in the practice guide

By documenting the organization’s service value system

NEW QUESTION 81
Which of the following describes technical debt?

A collection of tasks related to previously used workarounds

An incident with significant business impact

A repeatable approach to the management of incidents

A special method of investigating incidents

NEW QUESTION 82
An organization receives thousands of monitoring alerts daily. Most alerts never require action.
What should be improved FIRST?

Event filtering and correlation rules

Incident categorization structure

Service catalog design

Knowledge management policies

NEW QUESTION 83
A service provider receives negative feedback from users about fulfilment of some types of service requests. Users say that the procedures are unclear, ineffective, and take too long. What is the BEST way to improve this situation?

Make sure that the current procedures are clearly communicated

Review the service value stream from the user’s viewpoint

Automate the fulfilment procedures

Outsource the fulfilment procedures

NEW QUESTION 84
What is the CORRECT description of a known error?

A solution that reduces or eliminates the impact of one or more incidents

A problem that has been analysed but has not been resolved

An error which may cause, or has already caused, one or more incidents

A repeatable approach to the management of a particular type of problem

NEW QUESTION 85
Which of the following is a possible benefit of automatically detecting and registering incidents?

Improved ability to hide incident records from users

Increased downtime of negatively impacted services

Increased savings from incident management activities

Reduced use of self-healing systems

NEW QUESTION 86
Which capability criterion supports the practice success factor ‘ensuring that events are detected, interpreted, and if needed acted upon as quickly as possible’?

The monitoring data is available when needed and meets the user requirements

The responsibility for the approach to monitoring and event management is clearly defined

The key users of the monitoring data and their requirements are identified

Trends are analysed and used to predict the event occurrence

NEW QUESTION 87
An organization is designing a value stream for onboarding users. At which step in value stream mapping should the involvement of the service desk practice be identified?

Identify the scope of the value stream analysis

Create a ‘to be’ value stream map

Reflect on the value stream map

Define the purpose of the value stream

NEW QUESTION 88
When is incident prioritization MOST relevant?

When incident resolution is tasked to a single team

When it is impossible to assign resources to all tasks in the backlog

When there are sufficient resources to process every task within time constraints

When there are no visualization tools available

NEW QUESTION 89
What is the PRIMARY objective of incident management?

Eliminate recurring issues permanently

Restore normal service operation quickly

Authorize infrastructure investments

Improve supplier contracts

NEW QUESTION 90
An organization automates password resets through a self-service portal. Which outcome is MOST likely?

Increased fulfillment costs

Slower response times

Improved efficiency and reduced support workload

Increased incident volumes

NEW QUESTION 91
When a service provide130r was analysing performance of the service request management practice, it became clear that service requests fulfilled by the service provider’s teams meet the agreed standards and have a high user satisfaction score. However, service requests that are supposed to be partially fulfilled by users, are often overdue, and leave users unhappy. In many cases, a service provider team needs to step in and complete the request fulfilment. At the same time, the service provider is planning to migrate to a new ITSM software system. Which requirement for the automation of service request management is particularly important to ensure that the new system addresses the situation?

Support of service request models

Support of end-to-end value streams

Work hours planning and reporting

Available and convenient self-service

NEW QUESTION 92
How can partners and suppliers support the service desk practice?

By mandating that all users utilize self-help portals

By reducing the amount of automation used by the service desk

By providing trained resources to work in service desk teams

By reducing the need to customize the IT services

NEW QUESTION 93
What is the MOST important reason for integrating monitoring with incident management?

To increase infrastructure spending

To reduce visibility of services

To accelerate response to service issues

To eliminate user reporting

NEW QUESTION 94
A service provider wants to improve its proactive problem identification capabilities. To support this objective, it is reviewing the software tools currently used for problem management. Which automation capabilities will be particularly important for proactive problem identification?

Integration with incident management records

Practice measurement and reporting

Separation of problem control and error control

Integration with knowledge bases