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

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

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

2. Which statement BEST describes a standard service request?

A) It always requires root cause analysis
B) It always requires emergency approval
C) It must be treated as an incident
D) It is pre-authorized and low risk

3. Which monitoring and oven! management activity is MOST LIKELY to involve partners and suppliers?

A) Defining monitoring and event thresholds for all services delivered by the service provider
B) Providing information about how services that utilize internal and externally provided components, enable value fill customers.
C) Providing application programme interface (APIs) that integrate with the service provider's monitoring and event management systems
D) Providing consultancy on how to design and develop new IT services

4. Which activity of the `service desk optimization' process ensures that change request are raised where necessary?

A) Service desk improvement communication
B) service desk review
C) Service desk improvement Initiation
D) Triage the user query and initiate the appropriate activities

5. What is a key input to the service request fulfillment control process?

A) Policies regulatory requirements
B) User survey insults
C) Fulfilled service requests
D) Service request Queries

Solutions: