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

1. What is used to minimize the negative impact of an event?

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

2. 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 anagement value stream and are trying to identify waste. Which of the following is the BEST step for analysing information to find waste?

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

3. A service owner needs to have a good knowledge of available tools and methods. Which service request management activity is this knowledge particularly useful for?

A) Ad hoc fulfilment control
B) Request categorization
C) Service request modal update communication
D) Service request model improvement initiation

4. An organization is going to introduce problem management and they are considering who to appoint as a new problem manager. Who is the BEST candidate for the problem manager role?

A) A business relationship manager who previously worked as a risk manager
B) A senior technical specialist with a thorough knowledge of the organization's products and architecture
C) A service desk manager who is an expert at configuring service management tools
D) An enterprise architect who is experienced at defining and documenting processes and workflows

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

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

Solutions: