ITIL4-MSF sample questions

Question 1

A global financial institution is restructuring its Service Desk to support a 'follow-the-sun' model. They currently operate three isolated Service Desks in London, New York, and Singapore. To ensure a seamless user experience where support tickets are handed off between regions at the end of shifts, which specific organizational configuration and technological enabler must be prioritized?

Accepted Answer

A virtual Service Desk structure leveraging cloud-based telephony and a common knowledge base accessible by all regional agents

Answer

A centralized Service Desk structure with a single global toll-free number and a unified ITSM platform sharing a single data set

Answer

Three local Service Desks with strict Service Level Agreements (SLAs) mandating ticket closure before shift end

Answer

A split-shift model where the London team works extended hours to cover the gap between New York and Singapore

Question 2

During a review of the Incident Management practice, an organization notes that while Mean Time to Restore Service (MTRS) is low, user satisfaction scores are declining. Users complain that they are not kept informed during outages. Which process activity within Incident Management is likely being neglected?

Accepted Answer

Incident handling and resolution (Communication)

Answer

Investigation and diagnosis

Answer

Problem identification

Answer

Service Request fulfillment

Question 3

A Service Request Management practice lead is defining a new request model for 'New Employee Onboarding'. To ensure the highest level of efficiency and user experience, which approach aligns best with ITIL 4 recommendations?

Accepted Answer

Create a pre-authorized, automated workflow where specific roles trigger automatic provisioning of accounts and hardware without manual intervention

Answer

Design a complex manual workflow that requires approval from the CIO for every new hire to ensure security compliance

Answer

Treat every onboarding request as a unique project managed by the Project Management Office

Answer

Establish a standard change procedure that bypasses the service desk and goes directly to system administrators

Question 4

In the context of Monitoring and Event Management, which sequence correctly describes the flow of event filtering and correlation?

Accepted Answer

Event Occurs -> Logged -> Filtered -> Correlated -> Response Action

Answer

Event Occurs -> Correlated -> Filtered -> Logged -> Response Action

Answer

Response Action -> Event Occurs -> Logged -> Filtered -> Correlated

Answer

Event Occurs -> Response Action -> Filtered -> Correlated -> Logged

Question 5

A Problem Manager is conducting a review using the '5 Whys' technique. Which phase of the Problem Management practice are they most likely executing?

Accepted Answer

Problem Control

Answer

Problem Identification

Answer

Error Control

Answer

Incident Resolution

Question 6

Select TWO primary purposes of the 'Incident Management' practice.

Accepted Answer

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Accepted Answer

To ensure that agreed levels of service quality are maintained

Answer

To identify the root cause of recurring incidents to prevent future occurrences

Answer

To support the agreed quality of a service by handling all pre-defined, user-initiated service requests

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