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

1. What process has activities that ensure that messages are directed to the correct audience?

A) Communicating to users
B) User query handling
C) Omnichannel communication
D) Service desk optimization

2. Which activity of the `service desk optimization' process ensures that change request are raised where necessary?

A) Triage the user query and initiate the appropriate activities
B) service desk review
C) Service desk improvement communication
D) Service desk improvement Initiation

3. What is NOT a potential reason for registering an incident?

A) Service level agreement is breached
B) A specialist thinks that the service is not operating normally
C) Users perceiving the situation as abnormal
D) The customer is unhappy with the service level agreement

4. Which specific skill is required by a service desk manager when performance the activity `defining the objectives of monitoring?

A) Expertise in automation
B) Understanding service value for stakeholders
C) Expertise in monitoring tools
D) Knowledge of the event logging procedures

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

Solutions: