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

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

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

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

3. Which of the following statements provides the BEST reason for applying a workaround?

A) The incident requires an immediate coordinated resolution
B) It is impossible to find a systemic solution for an incident
C) There are no automated resolution procedures available
D) The incident requires quick restoration of normal operation

4. What is a part of the service desk manager role?

A) Triaging user queries
B) Acknowledging user queries
C) Providing software tools for service desk
D) Creating and maintaining a healthy work culture

5. Which metric BEST indicates the effectiveness of incident management?

A) Number of approved suppliers
B) Total infrastructure cost
C) Mean time to restore service
D) Number of service catalog items

Solutions: