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

1. A service management team has understood the benefits of value streams and has already mapped the current incident management value stream. What should be the NEXT step for the service management team to take?

A) Analyse the value stream map to identify waste
B) Proceed with major changes to the incident management value stream
C) Start eliminating work not connected to the incident management value stream
D) Adjust the incident management value stream to best practice

2. What is a key input to the service request fulfillment control process?

A) Service request Queries
B) Policies regulatory requirements
C) User survey insults
D) Fulfilled service requests

3. A service desk team notices that several users repeatedly report slow response times from a customer portal. Monitoring tools indicate occasional spikes in database latency, but service levels are still technically being met. What should the service desk do FIRST?

A) Request immediate infrastructure replacement
B) Escalate directly to problem management
C) Ignore the reports because SLAs are met
D) Record and correlate the incidents for trend analysis

4. What defines how event messages will be processed and evaluated?

A) A monitoring action plan
B) A health model
C) A rule set
D) An event correlation

5. What is usually included in a problem record when it is created, for both reactive and proactive problem identification?

A) Associated configuration items
B) Problem solution
C) Incidents requiring a root cause analysis
D) Problem workaround

Solutions: