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

1. What practice should be used together with the 'service request management' practice to ensure that third parties will adjust their level of service to the needs of the organization?

A) Service desk
B) Service level management
C) Supplier management
D) Service catalogue management

2. In which step of the 'incident handling and resolution' process will a change be initiated?

A) Incident closure
B) Incident diagnosis
C) Incident registration
D) Incident resolution

3. A service provider is experimenting with artificial intelligence (AI) capabilities to improve event correlation and impact assessment. The previous monitoring and event management records provide sufficient technical data to `tech' the AI. However, some human input is required. What aspect of correlation and impact analysis are MOST LIKELY to need an input from the service provider's members?

A) Impact of events on the system performance
B) Performance and capacity thresholds
C) Anomalies that arc not apparent to humans
D) Impact of events on the service and business context

4. What characteristic of communication channels can be supported by pre-population of relevant user data?

A) Usability
B) Familiarity
C) Contextual intelligence
D) Availability

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

Solutions: