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

1. The use of an integrated information system is an important aspect of which capability level for the 'service request management' practice?

A) Level 5
B) Level 4
C) Level 2
D) Level 3

2. Which event type normally requires no immediate action?

A) Critical event
B) Major incident
C) Exception event
D) Informational event

3. Which capability criterion supports the practice success factor `ensuring that timely, relevant, and sufficient monitoring data is available it relevant stakeholders?

A) Events am usually detected immediately after they occur
B) The responsibility for the approach to monitoring and event management is clearly defined
C) The Key users of the monitoring data and their requirements are identified
D) The monitoring and event management approach Is regularly reviewed and continually improved

4. How can partners and suppliers support the service desk practice?

A) By providing change enablement tools
B) By providing consultancy on how to customize the IT services
C) By outsourcing the development of II services
D) By providing trained resources to work in service desk teams

5. A service provider has been utilizing some monitoring and event management capabilities for years, but never had an integrated approach to the practice. Different teams use different monitoring tools to detect and handle events in their areas of responsibility. What should be the FIRST step for the service provider to establish and automate an integrated monitoring and event management practice?

A) Use artificial intelligence to make sense of ambiguous events
B) Define a strategy for monitoring and event management
C) Use machine learning to detect event patterns
D) Ensure decentralized monitoring across the technical teams

Solutions: