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

1. Which metric BEST indicates the effectiveness of incident management?

A) Mean time to restore service
B) Number of approved suppliers
C) Number of service catalog items
D) Total infrastructure cost

2. Which activity of the `user query handling' process will result in the service desk agent resolving the query at first line?

A) Validate the user query
B) Informal ion packaging
C) Acknowledge and record the user query
D) Triage the user query and inmate the appropriate activities

3. Which consumer role is the primary focus of the service request management practice?

A) User
B) Asset manager
C) Customer
D) Sponsor

4. Reactive problem identification is based on the information about past and current incidents.
Which software tools ensure that this information is available for problem identification?

A) Service configuration management tools
B) Monitoring and event management tools
C) Workflow management and collaboration tools
D) Knowledge management tools

5. Which incident management capability criteria must be fulfilled to achieve capability level 5?

A) The users and other relevant stakeholders know how to report incidents and report them as soon as possible
B) Incidents ate usually detected immediately after they occur
C) Incidents are usually resolved in the Quickest possible way
D) The effectiveness of incident detection is regularly reviewed and continually improved

Solutions: