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

1. What type of service requests is not available to users when a service is designed for a no- request operations?

A) A request specific to service utility
B) A request to register a complaint
C) A request to register a compliment
D) A how-to request

2. An organization has identified many interfaces between the service request management activities and the activities of other practices. During value stream mapping, when will it be BEST to document these interfaces?

A) Definition of the purpose of the service value stream
B) Walkthrough of the service value stream steps
C) Identification of the scope of the service value stream analysis
D) Creation of the 'to be' service value stream map

3. Which third party contribution to problem management should NOT be documented in a problem model?

A) How the third party helps to investigate specific types of problem
B) How the third party documents workarounds for problems
C) How the third party helps to develop the problem management practice
D) How the third party identifies and logs problems

4. Which event type normally requires no immediate action?

A) Major incident
B) Critical event
C) Exception event
D) Informational event

5. A service provider is running workshops to improve the value stream that is used to restore normal service after an incident. Each workshop will discuss one activity from the value stream.
The problem manager is very busy and can only attend two of these workshops. Which TWO workshops should the problem manager attend?
1. Incident detection
2. Incident registration
3. Incident resolution
4. Incident closure

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

Solutions: