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

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

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

2. Which capability criterion supports the practice success factor 'establishing and maintaining approaches/models that describe the various types of events and monitoring capabilities needed to detect them'?

A) The quality of monitoring data is measured and reported
B) Detected events are interpreted and acted upon, where relevant
C) The responsibility for the approach to monitoring and event management is clearly defined
D) The monitoring data is available when needed and meets the user requirements

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

4. A support team uses a knowledge base containing verified troubleshooting procedures. What is the PRIMARY benefit?

A) Replaces monitoring systems
B) Enables faster and more reliable resolution
C) Eliminates all incidents
D) Reduces consistency of support

5. Which activity belongs to request fulfillment rather than incident management?

A) Provisioning a new laptop
B) Investigating service outages
C) Restoring failed email service
D) Recovering a database

Solutions: