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

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

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

2. Which is an input to the 'event handling' process?

A) Service catalogue
B) Service performance thresholds
C) Service health criteria
D) Monitoring plan

3. When a service provide130r was analysing performance of the service request management practice, it became clear that service requests fulfilled by the service provider's teams meet the agreed standards and have a high user satisfaction score. However, service requests that are supposed to be partially fulfilled by users, are often overdue, and leave users unhappy. In many cases, a service provider team needs to step in and complete the request fulfilment. At the same time, the service provider is planning to migrate to a new ITSM software system. Which requirement for the automation of service request management is particularly important to ensure that the new system addresses the situation?

A) Available and convenient self-service
B) Support of end-to-end value streams
C) Support of service request models
D) Work hours planning and reporting

4. What is NOT a potential reason for registering an incident?

A) A specialist thinks that the service is not operating normally
B) Users perceiving the situation as abnormal
C) The customer is unhappy with the service level agreement
D) Service level agreement is breached

5. Which is a practice success factor for the service desk practice?

A) Ensuring that multichannel communication is used and improved wherever possible
B) Enabling and continually Improving effective, efficient, and convenient communications between the Service desk and its staff
C) Enabling and continually Improving effective, efficient, and convenient communications between the service provider and its users
D) Overcoming the challenge of the limited scalability or voice and video cell channels

Solutions: