ITIL-4-MSF Questions – Truly Beneficial For Your Peoplecert Exam (Updated 194 Questions) [Q108-Q131]

17Aug 2026 by admin No Comments

4/5 - (1 vote)

ITIL-4-MSF Questions – Truly Beneficial For Your Peoplecert Exam (Updated 194 Questions)

View All ITIL-4-MSF Actual Exam Questions, Answers and Explanations for Free

Peoplecert ITIL-4-MSF Exam Syllabus Topics:

Section	Weight	Objectives
Service Desk	15%	– Interaction channels and communication – Structures, types and capabilities – Integration with other practices – Purpose, objectives and value
Monitoring and Event Management	15%	– Events, alerts and monitoring types – Event processing, classification and response – Availability and performance monitoring – Monitoring strategies, tools and techniques
Incident Management	20%	– Key concepts, success factors and metrics – Automation and tooling – Roles, responsibilities and integration – Processes, activities and workflows
Problem Management	20%	– Root cause analysis and error control – Problem vs incident, key concepts – Workarounds, known errors and knowledge – Problem identification, logging and classification
Introduction & Core Concepts	10%	– Purpose and scope of Monitor, Support and Fulfil practices – Value and business benefits – Guiding principles application
Service Request Management	20%	– Fulfilment processes, workflows and authorization – Metrics, SLAs and customer experience – Concepts, request models and categorization – Automation and self-service

Q108. What is the MOST LIKELY reason to involve third parties in the service provider’s problem management practice?

Problems may cause incidents that have an Impact on third parties

Third parties am responsible for problem categorization and Impart analysis

Errors in third-party products may cause problems

Service provider may have insufficient resources

Q109. What is NOT a main characteristic of a service request?

A service request leads to a normal change

A service request leads to an agreed service outcome

A service request is initiated by a user or user representative

A service request is acted on by the service provider

Q110. Which monitoring and oven! management activity is MOST LIKELY to involve partners and suppliers?

Providing information about how services that utilize internal and externally provided components, enable value fill customers.

Defining monitoring and event thresholds for all services delivered by the service provider

Providing consultancy on how to design and develop new IT services

Providing application programme interface (APIs) that integrate with the service provider’s monitoring and event management systems

Q111. Which process includes sending out notifications?

Monitoring planning

Event handling

Monitoring and event management review

Establishing and maintaining approaches

Q112. Which aspect of the service request management practice MOST helps to ensure that the practices is efficient?

Service request procedures are automated

Service request fulfilment is performed in line with the agreed procedures

Service request procedures are optimized

Service requests ere fulfilled according to user satisfaction

Q113. Which incident management capability criteria must be fulfilled to achieve capability level 5?

The users and other relevant stakeholders know how to report incidents and report them as soon as possible

Incidents ate usually detected immediately after they occur

The effectiveness of incident detection is regularly reviewed and continually improved

Incidents are usually resolved in the Quickest possible way

Q114. If an organization’s service request management practice only partially achieves its purpose, which capability level of the ITIL maturity medal in applicable?

Level 1

Level 2

Level 3

Level 4

Q115. Which process reviews tools are available for data analysis?

Monitoring planning

Event handling

Monitoring and event management review

Establishing and maintaining approaches

Q116. What is considered an incident?

Inability to assign resources to all tasks in the backlog

Reduction in the quality of a service

Planned interruption to a service

End-users having to use self-help tools

Q117. An organization has analysed the current value stream for restoring service to users and identified touchpoints with low business value. User feedback confirmed that some communications from service desk during incident resolution were distracting and did not provide any useful information. What action should the organization take?

Eliminate all identified touchpoints

Review the communications in the context of the value stream

Create a separate value stream for the low value touchpoints

Remind the users about the need to follow the agreed communications plan

Q118. What output of the ‘request fulfilment control’ process serves as an input to the ‘service request review and optimization’ process?

Policies and regulatory requirements

User survey results

IT asset information

Service catalogue

Q119. A service provider aims to improve the use of solutions for incidents found during problem investigation. Which software tools will help the service provider to achieve this?

Knowledge management tools

Workflow management and collaboration tools

Monitoring and event management tools

Service configuration management tools

Q120. How can partners and suppliers support the monitoring and event management practice?

By building event generation capabilities into their product’s operating system

By defining which informational events require immediate action

By benchmarking service performance against SLAs agreed with customers

By providing incident management tools

Q121. What defines how event messages will be processed and evaluated?

An event correlation

A rule set

A health model

A monitoring action plan

Q122. Which is a practice success factor of the problem management practice?

Proactive problem identification

Reactive problem identification

Problem control

Optimizing problem resolution and mitigation

Q123. What is the MAIN purpose of event correlation?

Increase the number of alerts generated

Combine related events into meaningful information

Eliminate monitoring tools

Replace incident prioritization

Q124. What TWO requirements are important when selecting a third-party tool to support problem management?
1. Cross team collaboration
2. Changeable impact or categorization
3. Known error records not the same as problem records
4. Problems automatically closed when related incidents are closed

1 and 2

2 and 3

3 and 4

4 and 1

Q125. Which of the following is NOT a benefit of knowing the current status of services and service components?

Ability to perform operational activities that are required to ensure that service components are performing optimally

Ability to respond appropriately to service-impacting events that have already occurred

Ability to take proactive actions to prevent future adverse events from occurring

Ability to filter the vast amount of monitoring data which can be collected through the monitoring tools

Q126. A service management team has understood the benefits of value streams and has already mapped the current incident management value stream. What should be the NEXT step for the service management team to take?

Analyse the value stream map to identify waste

Proceed with major changes to the incident management value stream

Start eliminating work not connected to the incident management value stream

Adjust the incident management value stream to best practice

Q127. Which of the following is the BEST description of problem prioritization?

The importance of a problem relative to other problems

Optimizing problem resolution and mitigation

People with different areas of expertise working together to solve a problem

Choosing which problems to work on first when there are insufficient resources

Q128. 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

Q129. Which practice capability level indicates that the service desk practice achieves its purpose through a basic set of activities?

Level 1

Level 2

Level 3

Level 4

Q130. 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

Q131. A service provider is running workshops to improve the value stream that is used to restore normal service after an incident. Each workshop will discuss one activity from the value stream.
The problem manager is very busy and can only attend two of these workshops. Which TWO workshops should the problem manager attend?
1. Incident detection
2. Incident registration
3. Incident resolution
4. Incident closure

1 and 2

2 and 3

3 and 4

1 and 4

ITIL-4-MSF dumps Free Test Engine Verified By It Certified Experts: https://www.practicematerial.com/ITIL-4-MSF-exam-materials.html

Peoplecert ITIL-4-MSF Exam Syllabus Topics:

Leave a Reply Cancel reply