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

1. 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

2. Which of the following is an input to the 'communicating to users' process?

A) Guidelines and procedures for triage
B) Technology opportunities
C) Previous incident, problem and change records
D) Communication reports

3. What is considered an incident?

A) Reduction in the quality of a service
B) Inability to assign resources to all tasks in the backlog
C) Planned interruption to a service
D) End-users having to use self-help tools

4. Which capability criterion supports the practice success factor 'ensuring that events are detected, interpreted, and if needed acted upon as quickly as possible'?

A) The responsibility for the approach to monitoring and event management is clearly defined
B) The monitoring data is available when needed and meets the user requirements
C) Trends are analysed and used to predict the event occurrence
D) The key users of the monitoring data and their requirements are identified

5. An organization is designing a value stream for onboarding users. At which step in value stream mapping should the involvement of the service desk practice be identified?

A) Create a 'to be' value stream map
B) Identify the scope of the value stream analysis
C) Reflect on the value stream map
D) Define the purpose of the value stream

Solutions: