ITIL4-MSF Sample Questions & Answers
Explores five equally weighted practices: problem management, monitoring and event management, service request handling, service desk operations, and incident management processes, tied together by cross-practice collaboration to monitor, support and fulfil.
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- Question 1Intermediate
Monitoring and Event Management (MEM) · Monitoring and Event Management Processes
In the context of Monitoring and Event Management, which sequence correctly describes the flow of event filtering and correlation?
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Correct answer: A
The standard flow is: An event occurs, it is detected/logged, irrelevant events are filtered out, remaining events are correlated to identify patterns or significance, and finally a response action (like creating an incident) is taken.
flowchart LR A[Event Occurs] --> B[Logged] B --> C[Filtered] C --> D[Correlated] D --> E[Response Action] - Question 2Beginner
Problem Management (PRM) · Problem Management Processes
A Problem Manager is conducting a review using the '5 Whys' technique. Which phase of the Problem Management practice are they most likely executing?
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Correct answer: D
Problem Control includes the activities of problem analysis and documenting workarounds and known errors. Root cause analysis techniques like '5 Whys' are core to the analysis phase of Problem Control.
- Question 3BeginnerSelect 2
Incident Management (INM) · Key Concepts of Incident Management
Select TWO primary purposes of the 'Incident Management' practice.
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Correct answers: B, D
This is the core definition of Incident Management: rapid restoration of service.
Incident Management supports Service Level Management by ensuring availability and minimizing downtime, thus maintaining agreed service levels.
- Question 4Beginner
Incident Management (INM) · Key Concepts of Incident Management
True or False: A 'Major Incident' procedure typically requires a temporary team to be formed to coordinate resolution, often referred to as 'swarming', which may bypass standard hierarchical escalation paths.
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Correct answer: A
Major incidents require urgency and expertise from multiple domains. Swarming brings these experts together immediately, often bypassing the slower, tiered (hierarchical) escalation process to restore service faster.
- Question 5Intermediate
Service Desk (SD) · Enabling Service Desk
An organization is implementing a new 'Service Desk' practice. They decide to use a 'Shift-Left' strategy. What is the primary goal of this strategy?
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Correct answer: D
Shift-Left involves moving knowledge and tools 'left' (closer to the user) in the support chain. This empowers users (via self-service) or Level 1 agents to resolve more complex issues, reducing costs and wait times.
- Question 6Intermediate
Monitoring and Event Management (MEM) · Key Concepts of Monitoring and Event Management
Which of the following best describes the difference between 'Active' and 'Passive' monitoring in the Monitoring and Event Management practice?
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Correct answer: D
Active monitoring (e.g., pinging a server, running a synthetic transaction) proactively checks health. Passive monitoring (e.g., analyzing syslogs, SNMP traps) waits for the system to report an event.
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