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

1. Which of the following is an input to the 'communicating to users' process?

A) Guidelines and procedures for triage
B) Technology opportunities
C) Communication reports
D) Previous incident, problem and change records

2. An organization is implementing a new service configuration management system. How will incident management practice benefit from it?

A) The system will help manage incident records
B) The system will help to diagnose incidents
C) The system will help to detect incidents
D) The system will help to collect user's feedback

3. An organization is improving its service desk practice. How should the organization use the guiding principle 'start where you are'?

A) Identify metrics that demonstrate the role of the service desk in the service provider and the service consumer organizations
B) Gradually Implement new service desk channels and loots
C) Establish a clear communication channel but use the procedures that are currently available.
D) Standardize operations and automate processes where possible

4. Which of the following is a practice success factor for the 'service desk' practice?

A) Including service desk communication in every value stream
B) Enabling the effective integration of user communications into value streams
C) Ensuring that multichannel communication is used and improved wherever possible
D) Overcoming the challenges associated with using web portals

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

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

Solutions: