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

1. How is service configuration management system used for incident handling and resolution?

A) It helps to manage modem records
B) It supports collection of user's feedback
C) It helps to detect incidents
D) It supports Incident classification

2. An organization is designing a value stream for restoring service to users. At which step in value stream mapping should the user touchpoints be identified?

A) Reflect on the value stream map
B) Identify the scope of the values stream analysis
C) Create a 'to be' value stream map
D) Define the purpose of the value stream from the business standpoint

3. Why should a service provider organization identify and understand problems and their impact on services?

A) To ensure that known errors are closed quickly
B) Because problem resolution may require significant resources
C) To ensure problems are continually managed until resolved
D) Because problems may cause incidents and affect service quality

4. A service provider wants to improve its proactive problem identification capabilities. To support this objective, it is reviewing the software tools currently used for problem management. Which automation capabilities will be particularly important for proactive problem identification?

A) Integration with incident management records
B) Separation of problem control and error control
C) Integration with knowledge bases
D) Practice measurement and reporting

5. An organization is improving its service desk practice. How should the organization use the guiding principle 'optimize and automate'?

A) Gradually implement new service desk channels and tools
B) Use existing procedures until the resources are available to review them
C) Establish a clear and easy way to use communication channel for users
D) Review and standardize service desk procedures using tools where possible

Solutions: