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

1. Which types of incidents do NOT usually require on individual review upon resolution?

A) Major Incidents
B) Incidents not resolved in time
C) Recurring incidents
D) New types of incidents

2. Which aspect of the service request management practice MOST helps to ensure that the practices is efficient?

A) Service requests ere fulfilled according to user satisfaction
B) Service request procedures are automated
C) Service request fulfilment is performed in line with the agreed procedures
D) Service request procedures are optimized

3. A service provider supports an international customer organization with users in many countries.
The service provider aims to ensure high and consistent quality of request fulfilment for all users at all locations. How should the service provider use the workflow and collaboration system to support this objective?

A) It should allow for a flexible and affordable super-user role
B) It should offer a flexible measurement and reporting capability
C) It should support creation and use of service request models
D) It should offer convenient self-help capabilities

4. Which activity is part of the `service request review and optimization' process?

A) Registering suggested Improvements to service request models
B) Selecting the appropriate service request model
C) Deciding on whether to fulfil exceptions lo standard service requests
D) Enacting the procedures to fulfill the request

5. Which statement BEST describes a standard service request?

A) It always requires root cause analysis
B) It always requires emergency approval
C) It must be treated as an incident
D) It is pre-authorized and low risk

Solutions: