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Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:

1. An organization is having Issues with their incident management practice, it wants to address the aspect of collective responsibility and improve the time it takes to restore normal service, as well as knowledge-sharing between teams and individuals. Which of the following statements a CORRECT?

A) Teams that share responsibility should celebrate heroes and should nut slime successes awl failures
B) Teams that share responsibility should be encouraged to engage experienced people in the process
C) Teams that share responsibility cannot have only one person that sees an Incident through to resolution
D) Teams that share responsibility should bounce incidents between them and other teams

2. A service request requires approval from a department manager before fulfillment. Which principle should guide the design of this workflow?

A) Maximize unnecessary controls
B) Optimize and automate where possible
C) Separate all activities manually
D) Avoid standardization

3. Which capability criterion supports the practice success factor 'establishing and maintaining approaches/models that describe the various types of events and monitoring capabilities needed to detect them'?

A) Detected events are interpreted and acted upon, where relevant
B) The effectiveness of the monitoring and event management approach is measured and reported
C) Trends are analysed and used to predict the event occurrence
D) The key users of the monitoring data and their requirements are identified

4. A service provider is implementing a new powerful survey management system. How can service desk practice benefit from it?

A) The system will help to integrate service desk into value streams
B) The system will help to collect user feedback
C) The system will help to manage user query records
D) The system will help to report the practice performance

5. Fulfilment of service requests can be constrained by third parties. Where can users and customers find Information about these constraints?

A) Service request model
B) Service level agreements
C) CMDB
D) Service request catalogue

Solutions: