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

1. Which is a practice success factor for the service desk practice?

A) Ensuring that multichannel communication is used and improved wherever possible
B) Overcoming the challenge of the limited scalability or voice and video cell channels
C) Enabling and continually Improving effective, efficient, and convenient communications between the service provider and its users
D) Enabling and continually Improving effective, efficient, and convenient communications between the Service desk and its staff

2. An organization has identified many interfaces between the service request management activities and the activities of other practices. During value stream mapping, when will it be BEST to document these interfaces?

A) Definition of the purpose of the service value stream
B) Walkthrough of the service value stream steps
C) Creation of the 'to be' service value stream map
D) Identification of the scope of the service value stream analysis

3. Which event type normally requires no immediate action?

A) Exception event
B) Informational event
C) Major incident
D) Critical event

4. Which of the following states the purpose of the service desk practice?

A) To ensure that the demand for incident resolution and service requests is captured
B) To provide a dedicated team to acknowledge and record user impacting incidents
C) To create and maintain a healthy work culture in the service desk team
D) To ensure that user queries are captured, validated, and triaged for further processing

5. A recurring issue has an identified root cause and documented workaround. What is it called?

A) Known error
B) Service request
C) Standard change
D) Monitoring event

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