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

1. Which of the following capability criteria supports the practice success factor of 'continually improving incident management'?

A) The competencies required to resolve incidents are identified and skilled human resources are available
B) The incident management approach is integrated with other standards and approaches adopted by the organization
C) The effectiveness of incident resolution is regularly reviewed and continually improved
D) Information about detected incidents is traced and managed in an integrated information system

2. A service request requires approval from a department manager before fulfillment. Which principle should guide the design of this workflow?

A) Separate all activities manually
B) Maximize unnecessary controls
C) Avoid standardization
D) Optimize and automate where possible

3. Which activity is MOST closely associated with the monitoring and event management practice?

A) Prioritizing user requests
B) Defining service warranties
C) Detecting meaningful state changes
D) Authorizing service changes

4. A service provider wants to separate records for problems under investigation and for known errors. Which software tools will help to achieve this?

A) Workflow management and collaboration tools
B) Knowledge management loots
C) Monitoring and event management tools
D) Service configuration management tools

5. Which of the following is NOT a key metric for the practice success factor 'resolving incidents quickly and efficiently'?

A) User satisfaction with incident handling and resolution
B) Percentage of incidents resolved before being reported by users
C) Percentage of incidents detected via monitoring and event management
D) Time between incident detection and acceptance for diagnosis

Solutions: