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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil - ITIL-4-Specialist-Monitor-Support-Fulfil Exam Practice Test

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Total 168 questions

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Question 1

What process has activities that ensure that messages are directed to the correct audience?

A. Service desk optimization B. Communicating to users C. User query handling D. Omnichannel communication

Correct Answer: D

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Question 2

Which specific skill is required by a service desk manager when performance the activity 'defining the objectives of monitoring?

A. Expertise in monitoring tools B. Knowledge of the event logging procedures C. Expertise in automation D. Understanding service value for stakeholders

Correct Answer: D

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Question 3

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

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

Correct Answer: B

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Question 4

An organization with different types of customers operates in several markets. Services are technically complex and require experts from many teams in order to resolve incidents. The organization wants to reorganize its teams to improve incident management. What is the BEST approach for the organization to use in order to improve incident handling?

A. Create processes with detailed procedures for handling all incidents B. Create a hierarchical structure of incident resolution teams C. Create separate teams with clear boundaries to handle specific types of incident D. Implement horizontal team structure and encourage collaboration

Correct Answer: D

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Question 5

What is both a key input and a key output of the 'service request fulfilment control' process?

A. Fulfilment actions records and reports B. User satisfaction surveys C. Service request models D. Service level agreements

Correct Answer: C

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Question 6

In which step of the 'incident handling and resolution' process does the service desk agent confirm that the user query refers to an incident?

A. Incident registration B. Incident diagnosis C. Incident classification D. Incident detection

Correct Answer: D

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Question 7

What is a part of the service desk manager role?

A. Acknowledging user queries B. Triaging user queries C. Providing software tools for service desk D. Creating and maintaining a healthy work culture

Correct Answer: D

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Question 8

The service management team is analysing different practices, products, and services to map relevant value streams for further improvements. They are currently looking at the incident management value stream and are trying to identify waste. Which of the following is the BEST step for analysing information to find waste?

A. Do the service value stream walk B. Identify the scope of the value stream analysis C. Reflect on the value stream map D. Map the activities and the information flows

Correct Answer: D

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Question 9

What competency is the MOST important when performing the activity 'event logging'?

A. Methods and techniques expert B. Technical expert C. Leader D. Coordinator/communicator

Correct Answer: B

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Total 168 questions

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