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ITIL-4-Specialist-Monitor-Support-Fulfil ITIL 4 Specialist Monitor, Support and Fulfill (ITIL-4-MSP)

  • PeopleCert
  • 10 free sample questions

About this exam

ITIL-4-Specialist-Monitor-Support-Fulfil is the PeopleCert exam ITIL 4 Specialist Monitor, Support and Fulfill (ITIL-4-MSP). Paid practice material for this exam is not available yet, but you can try its free sample questions.

Exam code
ITIL-4-Specialist-Monitor-Support-Fulfil
Vendor
PeopleCert
Practice questions
Not available yet
Free sample questions
10
Question bank last updated
Not available yet

Try 2 sample questions

Taken from the free sample set for ITIL-4-Specialist-Monitor-Support-Fulfil.

Question 1

What should be considered as part of achieving capability level 2 for the service desk practice? 

  1. Option A:
    Regular review of the service desk practice 
  2. Option B:
    Integration in the service value streams
  3. Option C:
    Integration in the service value streams
  4. Option D:
    Integration in the service value streams
Show answer and explanation

Correct answer: C

Understanding of the key types of user queries: Comments for the service desk practice for level 2 include “Key types of user queries and of communications with users.” Ref tab 7.2 Service Desk Practice Guide Regular review of the service desk practice: This is required for capability level 5. Comment for the service desk practice for level 5 includes “Regular review of the practice and the service desk capability development.” Ref tab 7.2 Service Desk Practice Guide Define and agree measurement and reporting: This is required for capability level 4. Level 4 includes “Define, agree, and implement… Measurement and reporting.” Ref tab 7.2 Service Desk Practice Guide Integration in the service value streams: This is required for capability level 3. Comment for the service desk practice for level 3 includes “Integration in the service value streams.” Ref tab 7.2 Service Desk Practice Guide

Question 2

Which of the following best describes the caution against creating Service Level Agreements (SLAs) for specific types of events rather than for the overall performance of the service? 

  1. Option A:
    It ensures that the focus remains on the technical aspects of service delivery, rather than on customer satisfaction.
  2. Option B:
    It encourages the service provider to address only the most frequent types of events, ignoring less common but potentially critical issues. 
  3. Option C:
    It prevents the misallocation of resources to improving responses to specific events that may not significantly enhance the overall service quality.
  4. Option D:
    It suggests that individual event responses are more critical than the comprehensive monitoring of service performance.
Show answer and explanation

Correct answer: C

It should be noted that SLAs exist to define the level of services to be delivered. SLAs are used as input to defining which events are significant and how they should be managed and reported. SLAs should not be defined for individual events. If a specific level of performance is required when managing a particular event, or if certain events need to be reported to users or customers, this should be defined as one of the parameters of that type of event linked to the originating SLA, and not as a separate ‘event SLA’. Gathering data that has accuracy and integrity in the monitoring and event management practice is critical to the work of delivering a high-quality service and a high-quality customer experience when using the service. Ref 2.4.2 Monitoring and Event Management Practice Guide 
See all 10 free sample questions