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

1. An organization is going to introduce problem management and they are considering who to appoint as a new problem manager. Who is the BEST candidate for the problem manager role?

A) A service desk manager who is an expert at configuring service management tools
B) A senior technical specialist with a thorough knowledge of the organization's products and architecture
C) A business relationship manager who previously worked as a risk manager
D) An enterprise architect who is experienced at defining and documenting processes and workflows

2. How can partners and suppliers support the service desk practice?

A) By outsourcing the development of II services
B) By providing change enablement tools
C) By providing consultancy on how to customize the IT services
D) By providing trained resources to work in service desk teams

3. An organization receives thousands of monitoring alerts daily. Most alerts never require action.
What should be improved FIRST?

A) Event filtering and correlation rules
B) Service catalog design
C) Knowledge management policies
D) Incident categorization structure

4. What management practice is involved in providing users with descriptions of the service requests available to them?

A) Service catalogue management
B) Problem management
C) Change enablement
D) Incident management

5. The appropriate service request model is chosen as pad or which activity of the `service request fulfillment control process?

A) Fulfil merit review
B) Service request model initiation and control
C) Ad hoc fulfilment control
D) Request categorization

Solutions: