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

2. An organization is designing a value stream for restoring service to users. At which step in value stream mapping should the user touchpoints be identified?

A) Create a 'to be' value stream map
B) Define the purpose of the value stream from the business standpoint
C) Reflect on the value stream map
D) Identify the scope of the values stream analysis

3. Which monitoring and oven! management activity is MOST LIKELY to involve partners and suppliers?

A) Providing consultancy on how to design and develop new IT services
B) Providing information about how services that utilize internal and externally provided components, enable value fill customers.
C) Providing application programme interface (APIs) that integrate with the service provider's monitoring and event management systems
D) Defining monitoring and event thresholds for all services delivered by the service provider

4. Which capability criterion supports the practice success factor `ensuring that timely, relevant, and sufficient monitoring data is available it relevant stakeholders?

A) The monitoring and event management approach Is regularly reviewed and continually improved
B) Events am usually detected immediately after they occur
C) The responsibility for the approach to monitoring and event management is clearly defined
D) The Key users of the monitoring data and their requirements are identified

5. A service provider has different product focused teams, plus a small problem management team.
What activity is MOST LIKELY to be a responsibility of the problem management team?

A) Identifying and logging problems
B) Reviewing known errors
C) Coordinating problem solving teams
D) Investigating problems

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