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Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:
1. Why is the monitoring provided by default for a configuration item not always right for a specific organization?
A) Because many components do not come with default monitoring capability
B) Because it does not assist operations staff in managing the object
C) Because it does not ensure that value is being created for the organization
D) Because it does not ensure that the component is operating optimally
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) Identify the scope of the values stream analysis
B) Create a 'to be' value stream map
C) Reflect on the value stream map
D) Define the purpose of the value stream from the business standpoint
3. Why should an organization use workarounds?
A) To help identify problems that have been analysed but not resolved
B) To reduce or eliminate the impact of problems that cannot be resolved
C) To manage Backlog accumulated by choosing temporary solutions
D) To ensure that problems are investigated
4. What is both a key input and a key output of the 'service request fulfilment control' process?
A) Service request models
B) Fulfilment actions records and reports
C) Service level agreements
D) User satisfaction surveys
5. Which capability criterion supports the practice success factor 'establishing and maintaining approaches/models that describe the various types of events and monitoring capabilities needed to detect them'?
A) The monitoring data is available when needed and meets the user requirements
B) Detected events are interpreted and acted upon, where relevant
C) The quality of monitoring data is measured and reported
D) The responsibility for the approach to monitoring and event management is clearly defined
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: D |






