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

1. Which capability criterion supports the practice success factor 'ensuring that events are detected, interpreted, and if needed acted upon as quickly as possible'?

A) The monitoring data is available when needed and meets the user requirements
B) The responsibility for the approach to monitoring and event management is clearly defined
C) The key users of the monitoring data and their requirements are identified
D) Trends are analysed and used to predict the event occurrence

2. Which activity is NOT part of the service request review and optimization process?

A) Communicating the updated service request models to stakeholders
B) Reviewing metrics related to service requests
C) Registering suggested improvements to service request models
D) Enacting the procedures to fulfil the request

3. Which of the following is an input to the 'communicating to users' process?

A) Guidelines and procedures for triage
B) Previous incident, problem and change records
C) Communication reports
D) Technology opportunities

4. Which two fields are typically included when a problem record is created?
1. Investigation results
2. Problem solution
3. Associated configuration items
4. Affected services

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

5. Which of the following is the BEST description of practice capability level 3?

A) The practice is continually improving organizational capabilities associated with its purpose
B) The practice is performed as initial or intuitive
C) The practice systematically achieves its purpose through a basic set of activities
D) The practice is well defined and achieves its purpose in an organized way

Solutions: