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

1. How is service configuration management system used for incident handling and resolution?

A) It supports Incident classification
B) It helps to manage modem records
C) It supports collection of user's feedback
D) It helps to detect incidents

2. The appropriate service request model is chosen as pad or which activity of the `service request fulfillment control process?

A) Service request model initiation and control
B) Request categorization
C) Fulfil merit review
D) Ad hoc fulfilment control

3. An organization has analysed the current value stream for restoring service to users and identified touchpoints with low business value. User feedback confirmed that some communications from service desk during incident resolution were distracting and did not provide any useful information. What action should the organization take?

A) Review the communications in the context of the value stream
B) Create a separate value stream for the low value touchpoints
C) Remind the users about the need to follow the agreed communications plan
D) Eliminate all identified touchpoints

4. What is a benefit of a health model?

A) It provides a list of prioritized monitoring objectives
B) It suggests actions to minimize negative impact of an event
C) It defines how events messages are processed and evaluated
D) It allows to monitor services from the user experience perspective

5. What is a key input to the service request fulfillment control process?

A) Service request Queries
B) Fulfilled service requests
C) Policies regulatory requirements
D) User survey insults

Solutions: