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

1. What is the FIRST step in the incident handling and resolution process that helps identify the team responsible for the failed Cis and/or services?

A) Incident detection
B) Incident diagnosis
C) Incident classification
D) Incident resolution

2. A service provider aims to improve the use of solutions for incidents found during problem investigation. Which software tools will help the service provider to achieve this?

A) Monitoring and event management tools
B) Workflow management and collaboration tools
C) Knowledge management tools
D) Service configuration management tools

3. An organization is not currently doing problem management, and is trying to decide how to get started. What should be the FIRST step for the organization to take?

A) Identify some problems in critical services and try to resolve them
B) Define a scope for problem management that includes a wide range of product and services
C) Define detailed workflows and activities for the problem management
D) Look at data on backlogs and links with incidents and changes

4. Which practice capability level indicates that the service desk practice achieves its purpose through a basic set of activities?

A) Level 4
B) Level 3
C) Level 2
D) Level 1

5. A service manager is mapping value streams to help them ensure that 'monitoring and event management' activities are effective. At what stage in this exercise should this manager FIRST engage with key stakeholders?

A) During the 'service value stream walk,' to ensure that everybody's contributions are understood
B) During the scoping stage, to ensure that expectations are understood
C) During 'reflection and planning' to ensure that monitoring is optimized for business value
D) During 'workflow evaluation', to ensure the impact on the business is taken into account

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