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Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
1. In which step of the 'incident handling and resolution' process will a change be initiated?
A) Incident diagnosis
B) Incident closure
C) Incident registration
D) Incident resolution
2. An organization is improving its service desk practice. How should the organization use the guiding principle 'collaborate and promote visibility'?
A) Create familiar interfaces for self-service systems
B) Use existing procedures until the resources are available to review them
C) Automate service desk procedures where possible
D) Include business tours in induction training for service desk agents
3. An organization is designing a value stream for communicating planned outages to users. Al which step in value stream mapping will the user's expeditions regarding communicating planned communicating planned outages be identified?
A) Using the 'to be' value stream map to plan improvements
B) Do the service value stream walk
C) Define the purpose of the value stream
D) Create a 'to be value stream map
4. What practice enables the early detection of incidents?
A) Monitoring and event management
B) Problem management
C) Service request management
D) Knowledge management
5. Which monitoring and oven! management activity is MOST LIKELY to involve partners and suppliers?
A) Providing application programme interface (APIs) that integrate with the service provider's monitoring and event management systems
B) Providing information about how services that utilize internal and externally provided components, enable value fill customers.
C) Providing consultancy on how to design and develop new IT services
D) Defining monitoring and event thresholds for all services delivered by the service provider
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: A |






