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

1. Although many events are captured and processed automatically, some require a human response. Which software tools are MOST important for effective joint work of IT teams responding to events?

A) Knowledge management tools
B) Service configuration management tools
C) Analysis and reporting tools
D) Workflow management and collaboration tools

2. A service provider is implementing a new analysis and reporting system. How will service request management benefit from it?

A) The system will be used to communicate new request models to users
B) The system will support practice measurement and reporting
C) The system will support handling of service requests from initiation to fulfilment
D) The system will be used for ad hoc request fulfilment

3. Which TWO of the following items is a service desk MOST LIKELY to capture?
1. Problems
2. Service requests
3. Incidents
4. Changes

A) 1 and 2
B) 2 and 3
C) 1 and 4
D) 3 and 4

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

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

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

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

Solutions: