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

1. Which incident management capability criteria must be fulfilled to achieve capability level 5?

A) Incidents are usually resolved in the Quickest possible way
B) The effectiveness of incident detection is regularly reviewed and continually improved
C) Incidents ate usually detected immediately after they occur
D) The users and other relevant stakeholders know how to report incidents and report them as soon as possible

2. What is a key input to the service request fulfillment control process?

A) User survey insults
B) Fulfilled service requests
C) Policies regulatory requirements
D) Service request Queries

3. What is the FIRST step in the incident handling and resolution process that helps identify the team responsible for the failed Cis and/or services?

A) Incident diagnosis
B) Incident resolution
C) Incident detection
D) Incident classification

4. A value stream mapping exercise has noted that the service provider monitors all components that are visible to the service consumers. Why will this NOT be sufficient 'monitoring and event management' capability?

A) Because the wrong stakeholders may have been consulted
B) Because it is important monitor development and teat environments
C) Because other components may be essential for the service to be available
D) Because most technology components include monitoring and event management capabilities by default

5. Why is the monitoring provided by default for a configuration item not always right for a specific organization?

A) Because many components do not come with default monitoring capability
B) Because it does not ensure that the component is operating optimally
C) Because it does not assist operations staff in managing the object
D) Because it does not ensure that value is being created for the organization

Solutions: