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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 'start where you are'?

A) Identify metrics that demonstrate the role of the service desk in the service provider and the service consumer organizations
B) Gradually Implement new service desk channels and loots
C) Establish a clear communication channel but use the procedures that are currently available.
D) Standardize operations and automate processes where possible

2. A service desk agent notices multiple incidents affecting different users but involving the same application. What should occur NEXT?

A) Create a problem record for investigation
B) Ignore the trend until SLA failure occurs
C) Convert incidents into service requests
D) Close all incidents immediately

3. Which activity of the `user query handling' process will result in the service desk agent resolving the query at first line?

A) Informal ion packaging
B) Validate the user query
C) Acknowledge and record the user query
D) Triage the user query and inmate the appropriate activities

4. What process has activities that ensure that messages are directed to the correct audience?

A) Omnichannel communication
B) Service desk optimization
C) Communicating to users
D) User query handling

5. Why is the monitoring provided by default for a configuration item not always right for a specific organization?

A) Because it does not ensure that the component is operating optimally
B) Because it does not ensure that value is being created for the organization
C) Because many components do not come with default monitoring capability
D) Because it does not assist operations staff in managing the object

Solutions: