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

1. What practice enables the early detection of incidents?

A) Monitoring and event management
B) Problem management
C) Service request management
D) Knowledge management

2. A service request requires approval from a department manager before fulfillment. Which principle should guide the design of this workflow?

A) Maximize unnecessary controls
B) Separate all activities manually
C) Optimize and automate where possible
D) Avoid standardization

3. Which activity of the `user query handling' process will result in the service desk agent resolving the query at first line?

A) Validate the user query
B) Acknowledge and record the user query
C) Informal ion packaging
D) Triage the user query and inmate the appropriate activities

4. Which of the following is NOT a benefit of knowing the current status of services and service components?

A) Ability to respond appropriately to service-impacting events that have already occurred
B) Ability to filter the vast amount of monitoring data which can be collected through the monitoring tools
C) Ability to take proactive actions to prevent future adverse events from occurring
D) Ability to perform operational activities that are required to ensure that service components are performing optimally

5. What management practice is involved in providing users with descriptions of the service requests available to them?

A) Incident management
B) Problem management
C) Change enablement
D) Service catalogue management

Solutions: