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

1. Which activity of the `service desk optimization' process ensures that change request are raised where necessary?

A) Service desk improvement communication
B) Service desk improvement Initiation
C) Triage the user query and initiate the appropriate activities
D) service desk review

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 owner needs to have a good knowledge of available tools and methods. Which service request management activity is this knowledge particularly useful for?

A) Request categorization
B) Service request model improvement initiation
C) Service request modal update communication
D) Ad hoc fulfilment control

4. A service desk agent notices multiple incidents affecting different users but involving the same application. What should occur NEXT?

A) Create a problem record for investigation
B) Ignore the trend until SLA failure occurs
C) Close all incidents immediately
D) Convert incidents into service requests

5. An organization is designing a value stream for restoring service to users. At which step in value stream mapping should the user touchpoints be identified?

A) Create a 'to be' value stream map
B) Define the purpose of the value stream from the business standpoint
C) Identify the scope of the values stream analysis
D) Reflect on the value stream map

Solutions: