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

1. Which of the following is NOT an area to consider for creating a common language in the multi- vendor environment?

A) Salary agreements
B) Software tools
C) Processes
D) Rules for data exchange

2. What is the PRIMARY objective of incident management?

A) Authorize infrastructure investments
B) Eliminate recurring issues permanently
C) Improve supplier contracts
D) Restore normal service operation quickly

3. What is a benefit of a health model?

A) It provides a list of prioritized monitoring objectives
B) It allows to monitor services from the user experience perspective
C) It suggests actions to minimize negative impact of an event
D) It defines how events messages are processed and evaluated

4. Which monitoring and oven! management activity is MOST LIKELY to involve partners and suppliers?

A) Providing application programme interface (APIs) that integrate with the service provider's monitoring and event management systems
B) Defining monitoring and event thresholds for all services delivered by the service provider
C) Providing information about how services that utilize internal and externally provided components, enable value fill customers.
D) Providing consultancy on how to design and develop new IT services

5. A service provider receives negative feedback from users about fulfillment of some types of service requests. If a service request requires implementation of a change. It is often fulfilled with significant delays. What is the BEST way to improve this situation?

A) Automate the fulfillment procedures
B) Outsource the fulfilment procedures
C) Review me fulfilment procedures to remove the need for change implementation
D) Review the service value stream to ensure effective integration of all Involved

Solutions: