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

1. An organization automates password resets through a self-service portal. Which outcome is MOST likely?

A) Increased incident volumes
B) Increased fulfillment costs
C) Slower response times
D) Improved efficiency and reduced support workload

2. In which step of the 'incident handling and resolution' process will a change be initiated?

A) Incident diagnosis
B) Incident registration
C) Incident closure
D) Incident resolution

3. Which practice provides `service health criteria' as an input to the `monitoring planning' process?

A) Service design
B) Service catalogue management
C) Availability management
D) Capacity and performance management

4. An organization is not currently doing problem management, and is trying to decide how to get started. What should be the FIRST step for the organization to take?

A) Define a scope for problem management that includes a wide range of product and services
B) Look at data on backlogs and links with incidents and changes
C) Define detailed workflows and activities for the problem management
D) Identify some problems in critical services and try to resolve them

5. A service provider receives negative feedback from users about fulfilment of some types of service requests. Users say that the procedures are unclear, ineffective, and take too long. What is the BEST way to improve this situation?

A) Make sure that the current procedures are clearly communicated
B) Outsource the fulfilment procedures
C) Review the service value stream from the user's viewpoint
D) Automate the fulfilment procedures

Solutions: