ITIL-4-MSF證照考試 - ITIL-4-MSF熱門考題

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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

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

>> ITIL-4-MSF證照考試 <<

ITIL-4-MSF熱門考題 - ITIL-4-MSF指南

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最新的 Peoplecert ITIL ITIL-4-MSF 免費考試真題 (Q50-Q55):

問題 #50
What is NOT a main characteristic of a service request?

A. A service request leads to a normal change
B. A service request is initiated by a user or user representative
C. A service request is acted on by the service provider
D. A service request leads to an agreed service outcome

答案：A

解題說明：
A service request in ITIL 4 refers to a user-initiated request for information, advice, or a standard service action. It does not usually involve the complex activities associated with normal changes, which are part of the change enablement process.
Main Characteristics of a Service Request:
A service request is initiated by a user or user representative.
It leads to an agreed service outcome.
It is acted upon by the service provider.
Option A ("A service request leads to a normal change") is incorrect because normal changes involve more formal procedures, risk assessments, and approvals, and they are part of change enablement, not service request management.

問題 #51
What is the CORRECT description of a known error?

A. A repeatable approach to the management of a particular type of problem
B. A problem that has been analysed but has not been resolved
C. A solution that reduces or eliminates the impact of one or more incidents
D. An error which may cause, or has already caused, one or more incidents

答案：B

解題說明：
In ITIL 4, a known error is defined as a problem that has been analyzed but not resolved. It is a condition where the cause of the problem is understood and documented, but a permanent solution has not yet been implemented. Known errors often have workarounds that can reduce the impact of the issue, but the underlying problem remains unresolved until further actions can be taken.

問題 #52
The problem manager has been invited to a workshop for people who contribute to the initial incident diagnosis activity of the value stream that is used to restore normal service after an incident. Which other TWO managers is it important to invite to this workshop?
1. The manager responsible for testing the service
2. The manager responsible for incident management
3. The manager responsible for knowledge management
4. The manager responsible for monitoring and event management

A. 1 and 2
B. 3 and 4
C. 1 and 4
D. 2 and 3

答案：D

解題說明：
In a workshop aimed at contributing to initial incident diagnosis, it is essential to involve the incident management and knowledge management managers. The incident management manager ensures that incidents are properly handled and escalated as necessary. The knowledge management manager ensures that relevant information and solutions are available to support efficient incident diagnosis and resolution.
Testing the service and monitoring and event management are important functions but are not as directly involved in the initial incident diagnosis.

問題 #53
Which activity of the `user query handling' process will result in the service desk agent resolving the query at first line?

A. Triage the user query and inmate the appropriate activities
B. Validate the user query
C. Acknowledge and record the user query
D. Informal ion packaging

答案：A

問題 #54
Which of the following is a CORRECT statement about partners and suppliers in the incident management practice?

A. It is not important to ensure third parties' adherence to organization's policies.
B. It is not important to integrate third parties into incident Information exchange workflows.
C. It is important to ensure that third parties adhere to the Incident management policies established by their customers.
D. It is Important to unsure that third parties design their incident management processes as a copy Of their customers' processes.

答案：C

解題說明：
In ITIL 4, third-party suppliers and partners are essential components of the Service Value System. For effective Incident Management, it is critical that third-party suppliers align with the incident management policies of their customers.
Adhering to Customer Policies (Answer C - Correct): ITIL stresses the importance of ensuring that external partners and suppliers follow the incident management processes and policies established by their customers. This ensures consistency in handling incidents and contributes to seamless service restoration across the supply chain. The Supplier Management practice emphasizes the need for agreements that include clear expectations for incident handling and adherence to customer policies.

問題 #55
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ITIL-4-MSF熱門考題: https://www.vcesoft.com/ITIL-4-MSF-pdf.html