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

1. If an organization's service request management practice only partially achieves its purpose, which capability level of the ITIL maturity medal in applicable?

A) Level 1
B) Level 3
C) Level 4
D) Level 2

2. Which of the following is an input to the 'user query handling' process?

A) Previous incident, problem and change records
B) Categorized user queries
C) Service desk performance reports
D) Recorded and categorized user queries

3. When is incident prioritization MOST relevant?

A) When incident resolution is tasked to a single team
B) When it is impossible to assign resources to all tasks in the backlog
C) When there are sufficient resources to process every task within time constraints
D) When there are no visualization tools available

4. Which is an input to the 'event handling' process?

A) Service performance thresholds
B) Service catalogue
C) Monitoring plan
D) Service health criteria

5. When service provider teams fulfil a service request, they need to control that all steps of the service request model are completed successfully. Which software tools help to perform this control?

A) Publishing tools
B) Social media
C) Monitoring and event management tools
D) Analysis and reporting tools

Solutions: