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

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

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

3. An organization is improving its service desk practice. How should the organization use the guiding principle 'collaborate and promote visibility'?

A) Automate service desk procedures where possible
B) Include business tours in induction training for service desk agents
C) Use existing procedures until the resources are available to review them
D) Create familiar interfaces for self-service systems

4. A service provider has different product focused teams, plus a small problem management team.
What activity is MOST LIKELY to be a responsibility of the problem management team?

A) Identifying and logging problems
B) Reviewing known errors
C) Investigating problems
D) Coordinating problem solving teams

5. Which activity is NOT part of the service request review and optimization process?

A) Communicating the updated service request models to stakeholders
B) Registering suggested improvements to service request models
C) Enacting the procedures to fulfil the request
D) Reviewing metrics related to service requests

Solutions: