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

1. Which of the following is the BEST description of problem prioritization?

A) The importance of a problem relative to other problems
B) Optimizing problem resolution and mitigation
C) People with different areas of expertise working together to solve a problem
D) Choosing which problems to work on first when there are insufficient resources

2. The service request management team structures are usually the same as for what other practice?

A) Incident management
B) Problem management
C) Service level management
D) Change enablement

3. Which of the following states the purpose of the service desk practice?

A) To ensure that the demand for incident resolution and service requests is captured
B) To provide a dedicated team to acknowledge and record user impacting incidents
C) To ensure that user queries are captured, validated, and triaged for further processing
D) To create and maintain a healthy work culture in the service desk team

4. What challenge is associated with user-to-technology interactions?

A) Limited scalability
B) Unstructured information
C) Limited applicability to complicated and complex situations
D) Subjective attitudes and emotions

5. An organization is improving a value stream for fulfilling service requests. It is identifying the steps, activities and information flows that are used to handle service requests. Which step in the value stream mapping is the organization performing?

A) Create a 'to be' value stream map
B) Define the purpose of the value stream
C) Reflect on the value stream map
D) Do the service value stream walk

Solutions: