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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 ensure that the component is operating optimally
C) Because it does not ensure that value is being created for the organization
D) Because it does not assist operations staff in managing the object

2. A service provider identified several errors in the third-party software which cannot be resolved for various reasons. The application management team identified a way to prevent incidents related to these errors. However, the team is conscious of the errors and needs to monitor and regularly review them to ensure that the impact assessment and the workarounds remain valid.
How can automation of problem management support the team in this situation?

A) By supporting integration with change records
B) By supporting automated correlation of incidents
C) By supporting problem diagnosis with machine learning
D) By supporting the problem management metrics

3. 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 key users of the monitoring data and their requirements are identified
B) The effectiveness of the monitoring and event management approach is measured and reported
C) Detected events are interpreted and acted upon, where relevant
D) Trends are analysed and used to predict the event occurrence

4. An organization is improving its service desk practice. How should the organization use the guiding principle 'start where you are'?

A) Identify metrics that demonstrate the role of the service desk in the service provider and the service consumer organizations
B) Gradually Implement new service desk channels and loots
C) Standardize operations and automate processes where possible
D) Establish a clear communication channel but use the procedures that are currently available.

5. Which capability level is MOST focused on continual improvement?

A) Level 3
B) Level 2
C) Level 5
D) Level 4

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