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

1. An organization is improving its service desk practice. How should the organization use the guiding principle 'optimize and automate'?

A) Use existing procedures until the resources are available to review them
B) Establish a clear and easy way to use communication channel for users
C) Review and standardize service desk procedures using tools where possible
D) Gradually implement new service desk channels and tools

2. Which situation MOST likely requires functional escalation?

A) A user requests a password reset
B) SLA targets are exceeded
C) A service request is completed
D) An analyst lacks technical expertise to resolve an incident

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

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

4. Which of the following BEST describes a service request?

A) A required functional component of the service request management practice
B) A request from a user to initiate an agreed service action
C) A standardized approach to the fulfilment of a service request type
D) A set of details about service requests which is made available to users

5. 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

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