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

1. If an organization's service request management practice only partially achieves its purpose, which capability level of the ITIL maturity medal in applicable?

A) Level 3
B) Level 1
C) Level 2
D) Level 4

2. Which is a challenge of the monitoring and event management practice in a modern IT environment?

A) Service value streams
B) Volume of data
C) Lack of data
D) Lack of availability of monitoring tools

3. A service provider is experimenting with artificial intelligence (AI) capabilities to improve event correlation and impact assessment. The previous monitoring and event management records provide sufficient technical data to `tech' the AI. However, some human input is required. What aspect of correlation and impact analysis are MOST LIKELY to need an input from the service provider's members?

A) Impact of events on the system performance
B) Anomalies that arc not apparent to humans
C) Impact of events on the service and business context
D) Performance and capacity thresholds

4. A user requests access to an application already approved for their role. What is the MOST appropriate action?

A) Escalate to problem management
B) Raise an emergency change
C) Open a major incident
D) Treat as a standard service request

5. A service provider has been utilizing some monitoring and event management capabilities for years, but never had an integrated approach to the practice. Different teams use different monitoring tools to detect and handle events in their areas of responsibility. What should be the FIRST step for the service provider to establish and automate an integrated monitoring and event management practice?

A) Use artificial intelligence to make sense of ambiguous events
B) Use machine learning to detect event patterns
C) Ensure decentralized monitoring across the technical teams
D) Define a strategy for monitoring and event management

Solutions: