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

1. Why should a service provider organization identify and understand problems and their impact on services?

A) Because problems may cause incidents and affect service quality
B) To ensure problems are continually managed until resolved
C) Because problem resolution may require significant resources
D) To ensure that known errors are closed quickly

2. 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

3. Which process includes sending out notifications?

A) Monitoring planning
B) Establishing and maintaining approaches
C) Event handling
D) Monitoring and event management review

4. 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

5. A service provider successfully fulfils service requests according to well-defined service request models. This is effectively supported by the workflow management software tool, where the models are saved and managed. The CIO is aiming to understand and optimize the costs of the services delivered to customers.
Which capability of the workflow management tool used for service request management is DM MOST important to support this objective?

A) Available and convenient self service
B) Support of end to end value streams
C) Affordable and flexible super-user role
D) Work hours planning and reporting

Solutions: