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

1. Why is the monitoring provided by default for a configuration item not always right for a specific organization?

A) Because it does not ensure that value is being created for the organization
B) Because it does not assist operations staff in managing the object
C) Because it does not ensure that the component is operating optimally
D) Because many components do not come with default monitoring capability

2. A service provider wants to automate monitoring and event management effectively. To achieve this, the IT operations teams are working on identifying and documenting a business context for the events in IT systems and components. The main source of information for this is the configuration management system which helps to estimate the service and business impact of the events. Other information is available from existing event and incident records. What other important source of information must be considered to understand the context of events?

A) Impact of events on the system performance
B) Performance and capacity thresholds provided by vendors
C) Information from stakeholders about business impact
D) Anomalies that are not apparent to humans

3. What is a part of the service desk manager role?

A) Acknowledging user queries
B) Triaging user queries
C) Creating and maintaining a healthy work culture
D) Providing software tools for service desk

4. Which of the following is an input to the `user query handling' process?

A) Categorized user queries
B) Recorded and categorized user queries
C) Improvement initiatives
D) Guidelines and procedures for triage

5. What practice enables the early detection of incidents?

A) Monitoring and event management
B) Problem management
C) Service request management
D) Knowledge management

Solutions: