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

1. When a specialist performing proactive problem identification decides NOT to register a problem, they may also decide NOT to notify the initiator of the problem. What is the usual reason for this?

A) The incidents caused by this problem have already been closed
B) The information was pulled from an external source
C) The problem has not caused any incidents
D) The information was pushed from an internal source

2. What is both a key input and a key output of the 'service request fulfilment control' process?

A) User satisfaction surveys
B) Service level agreements
C) Service request models
D) Fulfilment actions records and reports

3. Which of the following automation tolls will help to integrate service desk with other practice in the service provider's value streams?

A) Reporting tools
B) Survey tools
C) Workflow management tools
D) Work prioritization tools

4. A service provider successfully fulfils service requests according to well-defined service request models. This is effectively supported by the workflow management software tool, where the models are saved and managed. The CIO is aiming to understand and optimize the costs of the services delivered to customers.
Which capability of the workflow management tool used for service request management is DM MOST important to support this objective?

A) Work hours planning and reporting
B) Available and convenient self service
C) Affordable and flexible super-user role
D) Support of end to end value streams

5. Which specific skill is required by a service desk manager when performance the activity `defining the objectives of monitoring?

A) Expertise in automation
B) Expertise in monitoring tools
C) Understanding service value for stakeholders
D) Knowledge of the event logging procedures

Solutions: