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

1. An organization is improving its service desk practice. How should the organization use the guiding principle 'optimize and automate'?

A) Use existing procedures until the resources are available to review them
B) Establish a clear and easy way to use communication channel for users
C) Gradually implement new service desk channels and tools
D) Review and standardize service desk procedures using tools where possible

2. The problem manager has been invited to a workshop for people who contribute to the initial incident diagnosis activity of the value stream that is used to restore normal service after an incident. Which other TWO managers is it important to invite to this workshop?
1. The manager responsible for testing the service
2. The manager responsible for incident management
3. The manager responsible for knowledge management
4. The manager responsible for monitoring and event management

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

3. An organization is not currently doing problem management, and is trying to decide how to get started. What should be the FIRST step for the organization to take?

A) Define a scope for problem management that includes a wide range of product and services
B) Look at data on backlogs and links with incidents and changes
C) Define detailed workflows and activities for the problem management
D) Identify some problems in critical services and try to resolve them

4. Incident management team uses monitoring and event management tools to detect incidents as early as possible. What other incident management activities can benefit from the use of these tools?

A) Management of incident lifecycle
B) Planning of improvement initiatives
C) Management of incident models
D) Confirmation of incident resolution

5. Which capability criterion supports the practice success factor `ensuring that timely, relevant, and sufficient monitoring data is available it relevant stakeholders?

A) The monitoring and event management approach Is regularly reviewed and continually improved
B) Events am usually detected immediately after they occur
C) The Key users of the monitoring data and their requirements are identified
D) The responsibility for the approach to monitoring and event management is clearly defined

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