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

1. Which types of incidents do NOT usually require on individual review upon resolution?

A) New types of incidents
B) Recurring incidents
C) Major Incidents
D) Incidents not resolved in time

2. When a service provide130r was analysing performance of the service request management practice, it became clear that service requests fulfilled by the service provider's teams meet the agreed standards and have a high user satisfaction score. However, service requests that are supposed to be partially fulfilled by users, are often overdue, and leave users unhappy. In many cases, a service provider team needs to step in and complete the request fulfilment. At the same time, the service provider is planning to migrate to a new ITSM software system. Which requirement for the automation of service request management is particularly important to ensure that the new system addresses the situation?

A) Available and convenient self-service
B) Support of service request models
C) Work hours planning and reporting
D) Support of end-to-end value streams

3. Which is a challenge of the monitoring and event management practice in a modern IT environment?

A) Volume of data
B) Lack of availability of monitoring tools
C) Service value streams
D) Lack of data

4. An organization automates password resets through a self-service portal. Which outcome is MOST likely?

A) Increased fulfillment costs
B) Increased incident volumes
C) Slower response times
D) Improved efficiency and reduced support workload

5. Which of the following states the purpose of the service desk practice?

A) To create and maintain a healthy work culture in the service desk team
B) To ensure that the demand for incident resolution and service requests is captured
C) To ensure that user queries are captured, validated, and triaged for further processing
D) To provide a dedicated team to acknowledge and record user impacting incidents

Solutions: