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

1. Which situation MOST likely requires functional escalation?

A) A user requests a password reset
B) A service request is completed
C) An analyst lacks technical expertise to resolve an incident
D) SLA targets are exceeded

2. How can partners and suppliers support the service desk practice?

A) By providing change enablement tools
B) By providing trained resources to work in service desk teams
C) By providing consultancy on how to customize the IT services
D) By outsourcing the development of II services

3. What is the PRIMARY objective of incident management?

A) Improve supplier contracts
B) Restore normal service operation quickly
C) Authorize infrastructure investments
D) Eliminate recurring issues permanently

4. A service provider analysed the performance of the service desk practice and identified several improvement initiatives. Which software tools will help the service provider to track the progress of these initiatives?

A) Survey tools
B) Work planning and prioritization tools
C) Workflow management and collaboration tools
D) Analysis and reporting tools

5. A service provider is experimenting with artificial intelligence (AI) capabilities to improve event correlation and impact assessment. The previous monitoring and event management records provide sufficient technical data to `tech' the AI. However, some human input is required. What aspect of correlation and impact analysis are MOST LIKELY to need an input from the service provider's members?

A) Anomalies that arc not apparent to humans
B) Performance and capacity thresholds
C) Impact of events on the system performance
D) Impact of events on the service and business context

Solutions: