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

1. A service provider is running workshops to improve the value stream that is used to restore normal service after an incident. Each workshop will discuss one activity from the value stream.
The problem manager is very busy and can only attend two of these workshops. Which TWO workshops should the problem manager attend?
1. Incident detection
2. Incident registration
3. Incident resolution
4. Incident closure

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

2. Which activity of the `user query handling' process will result in the service desk agent resolving the query at first line?

A) Acknowledge and record the user query
B) Triage the user query and inmate the appropriate activities
C) Informal ion packaging
D) Validate the user query

3. Fulfilment of service requests can be constrained by third parties. Where can users and customers find Information about these constraints?

A) CMDB
B) Service level agreements
C) Service request catalogue
D) Service request model

4. A service provider identified several errors in the IT infrastructure which cannot be resolved for various reasons. The Infrastructure management team identified workarounds which reduced the likelihood of incidents caused by those errors to a minimum However, the team is aware of the errors and needs to monitor and regularly review them to ensure that the impact assessment and the workarounds remain valid. How should automation of problem management support the team in this situation?

A) By supporting automated periodic control of known errors
B) By supporting, separation of problem and known errors
C) By supporting problem diagnosis with machine learning
D) By supporting the problem management metrics

5. Which capability level shows that the problem management practice is defined. Achieve its purpose, and is integrated with other practices?

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

Solutions: