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

1. A service request requires approval from a department manager before fulfillment. Which principle should guide the design of this workflow?

A) Optimize and automate where possible
B) Maximize unnecessary controls
C) Separate all activities manually
D) Avoid standardization

2. What management practice is involved in providing users with descriptions of the service requests available to them?

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

3. 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

4. A recurring issue has an identified root cause and documented workaround. What is it called?

A) Service request
B) Monitoring event
C) Standard change
D) Known error

5. A service provider is implementing a new powerful survey management system. How can service desk practice benefit from it?

A) The system will help to manage user query records
B) The system will help to collect user feedback
C) The system will help to report the practice performance
D) The system will help to integrate service desk into value streams

Solutions: