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

1. When service provider teams fulfil a service request, they need to control that all steps of the service request model are completed successfully. Which software tools help to perform this control?

A) Monitoring and event management tools
B) Social media
C) Analysis and reporting tools
D) Publishing tools

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

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

4. Which activity is MOST closely associated with the monitoring and event management practice?

A) Detecting meaningful state changes
B) Authorizing service changes
C) Defining service warranties
D) Prioritizing user requests

5. 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 4
B) 1 and 2
C) 3 and 4
D) 2 and 3

Solutions: