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

1. What is a CORRECT statement about the handling of events?

A) Events require a response that la tailored to the event type
B) A set of control actions should define immediate response to informational events
C) A single set or control actions should be established for all event classes
D) incidents should be registered in response to instructional events

2. Which of the following is an input to the 'communicating to users' process?

A) Guidelines and procedures for triage
B) Previous incident, problem and change records
C) Communication reports
D) Technology opportunities

3. 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 outsourcing the development of II services
D) By providing consultancy on how to customize the IT services

4. What should the service request management practice handle in order to support the agreed quality of a service?

A) Requests to determine the root cause of an incident
B) Requests for design of a new service
C) Requests to resolve an interruption to an agreed service
D) Requests that initiate an agreed service action

5. Which types of incidents do NOT usually require on individual review upon resolution?

A) New types of incidents
B) Major Incidents
C) Recurring incidents
D) Incidents not resolved in time

Solutions: