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

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

2. A service desk agent notices multiple incidents affecting different users but involving the same application. What should occur NEXT?

A) Convert incidents into service requests
B) Create a problem record for investigation
C) Close all incidents immediately
D) Ignore the trend until SLA failure occurs

3. What should a service provider do when human resources to establish problem modes are not available?

A) Create a single problem model to be used for managing all problems
B) Delegate creation or problem models to a problem coordinator
C) Consider using a third-party consulting service to help develop problem models
D) Postphone problem management activities until the resources are available

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

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

5. Which third party contribution to problem management should NOT be documented in a problem model?

A) How the third party documents workarounds for problems
B) How the third party helps to develop the problem management practice
C) How the third party helps to investigate specific types of problem
D) How the third party identifies and logs problems

Solutions: