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

1. An organization is in the process of improving its incident management practices. It wants to make sure it does not overcomplicate the practices. Which of the following suggestions is the BEST for the organization to achieve that objective?

A) Start with the most critical services and implement a detailed incident workflow
B) Start with the least critical services and implement a detailed incident workflow
C) Start with the most critical services and Implement a basic incident workflow
D) Start with the least critical services and implement a basic incident workflow

2. Which aspect of the service request management practice MOST helps to ensure that the practices is efficient?

A) Service request procedures are automated
B) Service request fulfilment is performed in line with the agreed procedures
C) Service requests ere fulfilled according to user satisfaction
D) Service request procedures are optimized

3. How can partners and suppliers support the monitoring and event management practice?

A) By defining which exception events do not require action
B) By providing consultancy on how to customize the IT services
C) By initiating major event reviews after high-priority incidents
D) By providing clear documentation about the meaning of events generated by their products

4. The service request management team structures are usually the same as for what other practice?

A) Change enablement
B) Incident management
C) Service level management
D) Problem management

5. Which capability criterion supports the practice success factor 'establishing and maintaining approaches/models that describe the various types of events and monitoring capabilities needed to detect them'?

A) The quality of monitoring data is measured and reported
B) The responsibility for the approach to monitoring and event management is clearly defined
C) Detected events are interpreted and acted upon, where relevant
D) The monitoring data is available when needed and meets the user requirements

Solutions: