최신 Peoplecert ITIL ITIL-4-MSF 무료샘플문제:

1. Which of the following is an input to the 'user query handling' process?

A) Service desk performance reports
B) Recorded and categorized user queries
C) Previous incident, problem and change records
D) Categorized user queries

2. A recurring issue has an identified root cause and documented workaround. What is it called?

A) Service request
B) Monitoring event
C) Known error
D) Standard change

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

A) Ability to take proactive actions to prevent future adverse events from occurring
B) Ability to respond appropriately to service-impacting events that have already occurred
C) Ability to filter the vast amount of monitoring data which can be collected through the monitoring tools
D) Ability to perform operational activities that are required to ensure that service components are performing optimally

4. A service provider identified several errors in the IT infrastructure which cannot be resolved for various reasons. The Infrastructure management team identified workarounds which reduced the likelihood of incidents caused by those errors to a minimum However, the team is aware of the errors and needs to monitor and regularly review them to ensure that the impact assessment and the workarounds remain valid. How should automation of problem management support the team in this situation?

A) By supporting problem diagnosis with machine learning
B) By supporting, separation of problem and known errors
C) By supporting automated periodic control of known errors
D) By supporting the problem management metrics

5. Which is an input to the 'event handling' process?

A) Service performance thresholds
B) Service catalogue
C) Monitoring plan
D) Service health criteria

질문과 대답: