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

1. What should a service provider do when human resources to establish problem modes are not available?

A) Postphone problem management activities until the resources are available
B) Delegate creation or problem models to a problem coordinator
C) Consider using a third-party consulting service to help develop problem models
D) Create a single problem model to be used for managing all problems

2. A service provider receives negative feedback from users about fulfilment of some types of service requests. Users say that the procedures are unclear, ineffective, and take too long. What is the BEST way to improve this situation?

A) Outsource the fulfilment procedures
B) Make sure that the current procedures are clearly communicated
C) Automate the fulfilment procedures
D) Review the service value stream from the user's viewpoint

3. Which capability criterion supports the practice success factor 'establishing and maintaining approaches/models that describe the various types of events and monitoring capabilities needed to detect them'?

A) The responsibility for the approach to monitoring and event management is clearly defined
B) Detected events are interpreted and acted upon, where relevant
C) The monitoring data is available when needed and meets the user requirements
D) The quality of monitoring data is measured and reported

4. What is part of the service desk agent role?

A) Ensuring the workload balance between the service desk activities and involvement in other practices
B) Creating and maintaining a healthy work culture
C) Triaging user queries end taking appropriate action
D) Planning the capacity and performance of the service desk team

5. A service provider is running workshops to improve the value stream that is used to restore normal service after an incident. Each workshop will discuss one activity from the value stream.
The problem manager is very busy and can only attend two of these workshops. Which TWO workshops should the problem manager attend?
1. Incident detection
2. Incident registration
3. Incident resolution
4. Incident closure

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

Solutions: