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

1. A service manager is mapping value streams to help them ensure that 'monitoring and event management' activities are effective. At what stage in this exercise should this manager FIRST engage with key stakeholders?

A) During the 'service value stream walk,' to ensure that everybody's contributions are understood
B) During 'reflection and planning' to ensure that monitoring is optimized for business value
C) During 'workflow evaluation', to ensure the impact on the business is taken into account
D) During the scoping stage, to ensure that expectations are understood

2. What challenge is associated with user-to-technology interactions?

A) Subjective attitudes and emotions
B) Limited scalability
C) Unstructured information
D) Limited applicability to complicated and complex situations

3. Which activity belongs to request fulfillment rather than incident management?

A) Provisioning a new laptop
B) Recovering a database
C) Restoring failed email service
D) Investigating service outages

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

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

5. During self-assessment of the `monitoring and event management' practice capability, what should be considered as evidence of the capability level3?

A) Regular reporting on the practice performance
B) Regularly conducted practice reviews
C) Integration of monitoring and event management into service value streams
D) Agreed processes, roles and responsibilities

Solutions: