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

1. Which situation MOST likely requires functional escalation?

A) A user requests a password reset
B) SLA targets are exceeded
C) A service request is completed
D) An analyst lacks technical expertise to resolve an incident

2. Which of the following is an input to the 'user query handling' process?

A) Categorized user queries
B) Previous incident, problem and change records
C) Service desk performance reports
D) Recorded and categorized user queries

3. Which consumer role is the primary focus of the service request management practice?

A) Asset manager
B) Sponsor
C) User
D) Customer

4. What is a CORRECT statement about the handling of events?

A) A single set or control actions should be established for all event classes
B) Events require a response that la tailored to the event type
C) incidents should be registered in response to instructional events
D) A set of control actions should define immediate response to informational events

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

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

Solutions: