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

1. What can be used to help the service provider assess user experience of a user service?

A) A monitoring action plan
B) A rule set
C) A health model
D) An event correlation

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

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

3. What should the service request management practice handle in order to support the agreed quality of a service?

A) Requests to determine the root cause of an incident
B) Requests for design of a new service
C) Requests that initiate an agreed service action
D) Requests to resolve an interruption to an agreed service

4. What TWO requirements are important when selecting a third-party tool to support problem management?
1. Cross team collaboration
2. Changeable impact or categorization
3. Known error records not the same as problem records
4. Problems automatically closed when related incidents are closed

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

5. An organization with different types of customers operates in several markets. Services are technically complex and require experts from many teams in order to resolve incidents. The organization wants to reorganize its teams to improve incident management. What is the BEST approach for the organization to use in order to improve incident handling?

A) Implement horizontal team structure and encourage collaboration
B) Create separate teams with clear boundaries to handle specific types of incident
C) Create processes with detailed procedures for handling all incidents
D) Create a hierarchical structure of incident resolution teams

Solutions: