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Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
1. A service manager is mapping value streams to help them ensure that 'monitoring and event management' activities are effective. At what stage in this exercise should this manager FIRST engage with key stakeholders?
A) During the scoping stage, to ensure that expectations are understood
B) During 'workflow evaluation', to ensure the impact on the business is taken into account
C) During 'reflection and planning' to ensure that monitoring is optimized for business value
D) During the 'service value stream walk,' to ensure that everybody's contributions are understood
2. Incident management team uses monitoring and event management tools to detect incidents as early as possible. What other incident management activities can benefit from the use of these tools?
A) Management of incident lifecycle
B) Management of incident models
C) Confirmation of incident resolution
D) Planning of improvement initiatives
3. Which consumer role is the primary focus of the service request management practice?
A) User
B) Sponsor
C) Asset manager
D) Customer
4. What practice should be used together with the 'service request management' practice to ensure that third parties will adjust their level of service to the needs of the organization?
A) Service desk
B) Service catalogue management
C) Supplier management
D) Service level management
5. How can partners and suppliers support the service desk practice?
A) By providing trained resources to work in service desk teams
B) By reducing the amount of automation used by the service desk
C) By reducing the need to customize the IT services
D) By mandating that all users utilize self-help portals
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: A |






