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

1. If an organization's service request management practice only partially achieves its purpose, which capability level of the ITIL maturity medal in applicable?

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

2. Which activity is NOT part of the service request review and optimization process?

A) Communicating the updated service request models to stakeholders
B) Reviewing metrics related to service requests
C) Registering suggested improvements to service request models
D) Enacting the procedures to fulfil the request

3. A service provider has different product focused teams, plus a small problem management team.
What activity is MOST LIKELY to be a responsibility of the problem management team?

A) Investigating problems
B) Reviewing known errors
C) Identifying and logging problems
D) Coordinating problem solving teams

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

5. What management practice is involved in providing users with descriptions of the service requests available to them?

A) Change enablement
B) Incident management
C) Service catalogue management
D) Problem management

Solutions: