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

1. An organization has analysed the current value stream for restoring service to users and identified touchpoints with low business value. User feedback confirmed that some communications from service desk during incident resolution were distracting and did not provide any useful information. What action should the organization take?

A) Remind the users about the need to follow the agreed communications plan
B) Review the communications in the context of the value stream
C) Eliminate all identified touchpoints
D) Create a separate value stream for the low value touchpoints

2. A service desk agent has recently been promoted to service desk manager. Which of the following will now be their new responsibility as a service desk manager?

A) Cooperate with team members in the context of service value streams
B) Reviewing and continually improving the service desk practice
C) Participate in activities of other practices as required by the service value stream
D) Ensuring a great user experience and high user satisfaction

3. Which activity is part of the `service request review and optimization' process?

A) Registering suggested Improvements to service request models
B) Selecting the appropriate service request model
C) Enacting the procedures to fulfill the request
D) Deciding on whether to fulfil exceptions lo standard service requests

4. A service provider is implementing a new service configuration management system. How will problem management benefit from it?

A) The system will help to categorize and investigate problems
B) The system will support management of the problem and known error records
C) The system will help to measure the practice performance
D) The system will support collaboration between problem management teams

5. Which of the following is an input to the 'user query handling' process?

A) Categorized user queries
B) Recorded and categorized user queries
C) Previous incident, problem and change records
D) Service desk performance reports

Solutions: