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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) Delegate creation or problem models to a problem coordinator
B) Create a single problem model to be used for managing all problems
C) Postphone problem management activities until the resources are available
D) Consider using a third-party consulting service to help develop problem models
2. How does the service request management practice achieve its purpose of supporting the agreed quality of a service?
A) By reducing the costs associated with request handling and fulfilment
B) By effectively handling user queries that initiate agreed service actions
C) By improving the reputation of the service providing organization
D) By setting realistic expectations relating to the fulfilment of requests
3. An organization receives thousands of monitoring alerts daily. Most alerts never require action.
What should be improved FIRST?
A) Knowledge management policies
B) Incident categorization structure
C) Event filtering and correlation rules
D) Service catalog design
4. A vendor bulletin includes a description of an issue that could cause servers to suddenly stop working. These servers play a critical role in the delivery of an essential service. Which person in the service provider organization is MOST LIKELY to review the information and decide how this can affect the organization?
A) A service owner who understands the service architecture and how the components are configured
B) A dedicated problem manager who works in a senior role to coordinate resources for complex issues
C) A technical specialist who understands how the servers work and how they can be repaired and upgraded
D) A problem coordinator who understands how to log, manage, and close problems
5. What should the service request management practice handle in order to support the agreed quality of a service?
A) Requests that initiate an agreed service action
B) Requests to resolve an interruption to an agreed service
C) Requests to determine the root cause of an incident
D) Requests for design of a new service
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: A |
By Lucien
