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

1. A monitoring tool reports that a critical business service is unavailable, but users have not yet reported any issues. What should support teams do?

A) Initiate investigation and response procedures immediately
B) Ignore automated alerts
C) Wait for user confirmation
D) Convert the event into a service request

2. Which activity is MOST closely associated with the monitoring and event management practice?

A) Detecting meaningful state changes
B) Authorizing service changes
C) Defining service warranties
D) Prioritizing user requests

3. 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) Analysis and reporting tools
D) Monitoring and event management tools

4. What can be used to help the service provider assess user experience of a user service?

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

5. When is incident prioritization MOST relevant?

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

Solutions: