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

1. The service management team is analysing different practices, products, and services to map relevant value streams for further improvements. They are currently looking at the incident anagement value stream and are trying to identify waste. Which of the following is the BEST step for analysing information to find waste?

A) Do the service value stream walk
B) Map the activities and the information flows
C) Reflect on the value stream map
D) Identify the scope of the value stream analysis

2. A service provider wants to automate monitoring and event management effectively. To achieve this, the IT operations teams are working on identifying and documenting a business context for the events in IT systems and components. The main source of information for this is the configuration management system which helps to estimate the service and business impact of the events. Other information is available from existing event and incident records. What other important source of information must be considered to understand the context of events?

A) Impact of events on the system performance
B) Information from stakeholders about business impact
C) Performance and capacity thresholds provided by vendors
D) Anomalies that are not apparent to humans

3. Which of the following is a benefit of utilizing incident models?

A) Optimizing the handling of novel incidents
B) Reducing the impact of an incident when a full resolution is unavailable
C) Optimizing the handling of repeating incidents
D) Reducing the technical debt created by incident workarounds

4. 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 fulfilment is performed in line with the agreed procedures
C) Service request procedures are optimized
D) Service request procedures are automated

5. A service provider wants to separate records for problems under investigation and for known errors. Which software tools will help to achieve this?

A) Service configuration management tools
B) Workflow management and collaboration tools
C) Knowledge management loots
D) Monitoring and event management tools

Solutions: