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

1. An organization operates in several markets and has many services provided collaboratively with their partners. The organization has adopted modern methods of development for its products and aims to quickly respond to changing requirements of the customers. It has recently become apparent that incident resolution time increased, sometimes exceeding the agreed targets. An incident review also showed an increase in the number and duration of transfers between the technical teams. What is the BEST approach to improving incident handling in this instance?

A) Group technical specialists by product or service
B) Ensure only internal teams take part in incident resolution
C) Design significant rewards for individual technical specialists
D) Ensure only external teams take part in incident resolution

2. Which capability level is MOST focused on continual improvement?

A) Level 4
B) Level 2
C) Level 3
D) Level 5

3. Which process has an output of 'stakeholder notifications'?

A) Monitoring planning
B) Event handling
C) Ensuring that events are detected, interpreted, and if needed acted upon as quickly as possible
D) Monitoring and event management review

4. What is both a key input and a key output of the 'service request fulfilment control' process?

A) User satisfaction surveys
B) Service request models
C) Fulfilment actions records and reports
D) Service level agreements

5. Which problem management process has inputs from external user and professional communicates?

A) Proactive problem identification
B) Error control
C) Reactive problem identification
D) Problem control

Solutions: