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

1. Which of the following is a benefit of utilizing incident models?

A) Optimizing the handling of novel incidents
B) Optimizing the handling of repeating incidents
C) Reducing the technical debt created by incident workarounds
D) Reducing the impact of an incident when a full resolution is unavailable

2. A vendor bulletin includes a description of an issue that could cause servers to suddenly stop working. These servers play a critical role in the delivery of an essential service. Which person in the service provider organization is MOST LIKELY to review the information and decide how this can affect the organization?

A) A technical specialist who understands how the servers work and how they can be repaired and upgraded
B) A dedicated problem manager who works in a senior role to coordinate resources for complex issues
C) A problem coordinator who understands how to log, manage, and close problems
D) A service owner who understands the service architecture and how the components are configured

3. Which monitoring and oven! management activity is MOST LIKELY to involve partners and suppliers?

A) Providing application programme interface (APIs) that integrate with the service provider's monitoring and event management systems
B) Providing consultancy on how to design and develop new IT services
C) Defining monitoring and event thresholds for all services delivered by the service provider
D) Providing information about how services that utilize internal and externally provided components, enable value fill customers.

4. Which aspect of the service request management practice MOST helps to ensure that the practices is efficient?

A) Service request fulfilment is performed in line with the agreed procedures
B) Service request procedures are optimized
C) Service requests ere fulfilled according to user satisfaction
D) Service request procedures are automated

5. 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) 2 and 3
B) 3 and 4
C) 1 and 2
D) 4 and 1

Solutions: