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

1. A service management team has understood the benefits of value streams and has already mapped the current incident management value stream. What should be the NEXT step for the service management team to take?

A) Proceed with major changes to the incident management value stream
B) Analyse the value stream map to identify waste
C) Start eliminating work not connected to the incident management value stream
D) Adjust the incident management value stream to best practice

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

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

3. What competency is the MOST important when performing the activity 'event logging'?

A) Methods and techniques expert
B) Coordinator/communicator
C) Leader
D) Technical expert

4. An organization receives thousands of monitoring alerts daily. Most alerts never require action.
What should be improved FIRST?

A) Service catalog design
B) Knowledge management policies
C) Incident categorization structure
D) Event filtering and correlation rules

5. An organization operates in several markets and has many services provided collaboratively with their partners. The organization has adopted modern methods of development for its products and aims to quickly respond to changing requirements of the customers. It has recently become apparent that incident resolution time increased, sometimes exceeding the agreed targets. An incident review also showed an increase in the number and duration of transfers between the technical teams. What is the BEST approach to improving incident handling in this instance?

A) Ensure only internal teams take part in incident resolution
B) Ensure only external teams take part in incident resolution
C) Group technical specialists by product or service
D) Design significant rewards for individual technical specialists

Solutions: