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

1. A monitoring platform automatically creates incidents when critical events occur. What ITIL concept does this demonstrate?

A) Service decomposition
B) Financial management integration
C) Event-driven incident detection
D) Value stream mapping

2. A service provider supports an international customer organization with users in many countries.
The service provider aims to ensure high and consistent quality of request fulfilment for all users at all locations. How should the service provider use the workflow and collaboration system to support this objective?

A) It should allow for a flexible and affordable super-user role
B) It should offer convenient self-help capabilities
C) It should offer a flexible measurement and reporting capability
D) It should support creation and use of service request models

3. Which is a practice success factor for the service desk practice?

A) Enabling and continually Improving effective, efficient, and convenient communications between the Service desk and its staff
B) Ensuring that multichannel communication is used and improved wherever possible
C) Overcoming the challenge of the limited scalability or voice and video cell channels
D) Enabling and continually Improving effective, efficient, and convenient communications between the service provider and its users

4. What should the service request management practice handle in order to support the agreed quality of a service?

A) Requests to determine the root cause of an incident
B) Requests for design of a new service
C) Requests to resolve an interruption to an agreed service
D) Requests that initiate an agreed service action

5. A value stream mapping exercise has noted that the service provider monitors all components that are visible to the service consumers. Why will this NOT be sufficient 'monitoring and event management' capability?

A) Because most technology components include monitoring and event management capabilities by default
B) Because it is important monitor development and teat environments
C) Because other components may be essential for the service to be available
D) Because the wrong stakeholders may have been consulted

Solutions: