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

1. What is the FIRST step in the incident handling and resolution process that helps identify the team responsible for the failed Cis and/or services?

A) Incident classification
B) Incident resolution
C) Incident detection
D) Incident diagnosis

2. A service provider identified several errors in the IT infrastructure which cannot be resolved for various reasons. The Infrastructure management team identified workarounds which reduced the likelihood of incidents caused by those errors to a minimum However, the team is aware of the errors and needs to monitor and regularly review them to ensure that the impact assessment and the workarounds remain valid. How should automation of problem management support the team in this situation?

A) By supporting the problem management metrics
B) By supporting problem diagnosis with machine learning
C) By supporting automated periodic control of known errors
D) By supporting, separation of problem and known errors

3. Which capability criterion supports the practice success factor `ensuring that timely, relevant, and sufficient monitoring data is available it relevant stakeholders?

A) Events am usually detected immediately after they occur
B) The Key users of the monitoring data and their requirements are identified
C) The monitoring and event management approach Is regularly reviewed and continually improved
D) The responsibility for the approach to monitoring and event management is clearly defined

4. What practice should be used together with the 'service request management' practice to ensure that third parties will adjust their level of service to the needs of the organization?

A) Service catalogue management
B) Service level management
C) Service desk
D) Supplier management

5. How can partners and suppliers support the service desk practice?

A) By reducing the need to customize the IT services
B) By providing trained resources to work in service desk teams
C) By reducing the amount of automation used by the service desk
D) By mandating that all users utilize self-help portals

Solutions: