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

1. What is the MOST important factor to consider when deciding how to mitigate problems?

A) Service level agreements for problem resolution
B) Technical impact on applications or infrastructure
C) Business impact on service consumers
D) The number and frequency of related incidents

2. Which of the following is NOT an area to consider for creating a common language in the multi- vendor environment?

A) Salary agreements
B) Rules for data exchange
C) Software tools
D) Processes

3. Which of the following is NOT a key metric for the practice success factor 'resolving incidents quickly and efficiently'?

A) Percentage of incidents resolved before being reported by users
B) Percentage of incidents detected via monitoring and event management
C) Time between incident detection and acceptance for diagnosis
D) User satisfaction with incident handling and resolution

4. The appropriate service request model is chosen as pad or which activity of the `service request fulfillment control process?

A) Request categorization
B) Service request model initiation and control
C) Ad hoc fulfilment control
D) Fulfil merit review

5. What can be used to help the service provider assess user experience of a user service?

A) A health model
B) An event correlation
C) A monitoring action plan
D) A rule set

Solutions: