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

1. A service provider is implementing a new analysis and reporting system. How will service request management benefit from it?

A) The system will be used to communicate new request models to users
B) The system will be used for ad hoc request fulfilment
C) The system will support handling of service requests from initiation to fulfilment
D) The system will support practice measurement and reporting

2. A service provider has been utilizing some monitoring and event management capabilities for years, but never had an integrated approach to the practice. Different teams use different monitoring tools to detect and handle events in their areas of responsibility. What should be the FIRST step for the service provider to establish and automate an integrated monitoring and event management practice?

A) Ensure decentralized monitoring across the technical teams
B) Use machine learning to detect event patterns
C) Use artificial intelligence to make sense of ambiguous events
D) Define a strategy for monitoring and event management

3. The use of an integrated information system is an important aspect of which capability level for the 'service request management' practice?

A) Level 4
B) Level 5
C) Level 2
D) Level 3

4. A support manager wants to reduce repetitive incidents. Which practice should be MOST closely aligned with incident management?

A) Problem management
B) Supplier evaluation
C) Workforce planning
D) Financial budgeting

5. An organization operates in several markets and has many services provided collaboratively with their partners. The organization has adopted modern methods of development for its products and aims to quickly respond to changing requirements of the customers. It has recently become apparent that incident resolution time increased, sometimes exceeding the agreed targets. An incident review also showed an increase in the number and duration of transfers between the technical teams. What is the BEST approach to improving incident handling in this instance?

A) Ensure only internal teams take part in incident resolution
B) Ensure only external teams take part in incident resolution
C) Group technical specialists by product or service
D) Design significant rewards for individual technical specialists

Solutions: