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

1. The service management team is analysis different practices, products, and service to map relevant value streams for further improvements. They are currently looking at the incident management value stream. Which of the following statement is CORRECT?

A) Incident management should be included in the required fulfillment workflow
B) Incident management should be involved in all value streams.
C) Only the incident management value stream can trigger restoration of normal service
D) Incident management can be involved in other value streams

2. An organization is improving its service desk practice. How should the organization use the guiding principle 'optimize and automate'?

A) Establish a clear and easy way to use communication channel for users
B) Review and standardize service desk procedures using tools where possible
C) Gradually implement new service desk channels and tools
D) Use existing procedures until the resources are available to review them

3. What defines how event messages will be processed and evaluated?

A) A rule set
B) A monitoring action plan
C) An event correlation
D) A health model

4. What is the MOST important reason for integrating monitoring with incident management?

A) To increase infrastructure spending
B) To reduce visibility of services
C) To accelerate response to service issues
D) To eliminate user reporting

5. When a service provide130r was analysing performance of the service request management practice, it became clear that service requests fulfilled by the service provider's teams meet the agreed standards and have a high user satisfaction score. However, service requests that are supposed to be partially fulfilled by users, are often overdue, and leave users unhappy. In many cases, a service provider team needs to step in and complete the request fulfilment. At the same time, the service provider is planning to migrate to a new ITSM software system. Which requirement for the automation of service request management is particularly important to ensure that the new system addresses the situation?

A) Support of end-to-end value streams
B) Work hours planning and reporting
C) Available and convenient self-service
D) Support of service request models

Solutions: