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

1. Incident management team uses monitoring and event management tools to detect incidents as early as possible. What other incident management activities can benefit from the use of these tools?

A) Management of incident models
B) Management of incident lifecycle
C) Confirmation of incident resolution
D) Planning of improvement initiatives

2. What defines how event messages will be processed and evaluated?

A) An event correlation
B) A health model
C) A rule set
D) A monitoring action plan

3. A service provider is implementing a new powerful survey management system. How can service desk practice benefit from it?

A) The system will help to integrate service desk into value streams
B) The system will help to collect user feedback
C) The system will help to report the practice performance
D) The system will help to manage user query records

4. What is the MOST LIKELY reason to involve third parties in the service provider's problem management practice?

A) Service provider may have insufficient resources
B) Problems may cause incidents that have an Impact on third parties
C) Errors in third-party products may cause problems
D) Third parties am responsible for problem categorization and Impart analysis

5. How can partners and suppliers support the 'service desk' practice?

A) By outsourcing the development of IT services
B) By providing problem management tools
C) By advising on how to build the team and implement an information system
D) By reducing the need to customize the IT services

Solutions: