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

1. Which of the following is an input to the 'communicating to users' process?

A) Previous incident, problem and change records
B) Guidelines and procedures for triage
C) Communication reports
D) Technology opportunities

2. An organization is improving its service desk practice. How should the organization use the guiding principle 'start where you are'?

A) Gradually Implement new service desk channels and loots
B) Establish a clear communication channel but use the procedures that are currently available.
C) Identify metrics that demonstrate the role of the service desk in the service provider and the service consumer organizations
D) Standardize operations and automate processes where possible

3. Which aspect of the service request management practice MOST helps to ensure that the practices is efficient?

A) Service request fulfilment is performed in line with the agreed procedures
B) Service request procedures are automated
C) Service request procedures are optimized
D) Service requests ere fulfilled according to user satisfaction

4. Which of the following is NOT a benefit of the 'incident management' practice?

A) Fulfilment of the SLAs with service consumers
B) Reduced knowledge capture and reuse
C) Higher client and employee satisfaction
D) Reduced losses caused by IT service unavailability

5. Which of the following is the BEST description of practice capability level 3?

A) The practice is performed as initial or intuitive
B) The practice is well defined and achieves its purpose in an organized way
C) The practice is continually improving organizational capabilities associated with its purpose
D) The practice systematically achieves its purpose through a basic set of activities

Solutions: