High pass rate

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Convenience for reading and making notes

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Continuous renewal

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

1. A service desk agent notices multiple incidents affecting different users but involving the same application. What should occur NEXT?

A) Ignore the trend until SLA failure occurs
B) Create a problem record for investigation
C) Close all incidents immediately
D) Convert incidents into service requests

2. Which metric BEST indicates the effectiveness of incident management?

A) Number of approved suppliers
B) Mean time to restore service
C) Total infrastructure cost
D) Number of service catalog items

3. Incident management team uses monitoring and event management tools to detect incidents as early as possible. What other incident management activities can benefit from the use of these tools?

A) Management of incident lifecycle
B) Management of incident models
C) Planning of improvement initiatives
D) Confirmation of incident resolution

4. An organization is having Issues with their incident management practice, it wants to address the aspect of collective responsibility and improve the time it takes to restore normal service, as well as knowledge-sharing between teams and individuals. Which of the following statements a CORRECT?

A) Teams that share responsibility cannot have only one person that sees an Incident through to resolution
B) Teams that share responsibility should be encouraged to engage experienced people in the process
C) Teams that share responsibility should celebrate heroes and should nut slime successes awl failures
D) Teams that share responsibility should bounce incidents between them and other teams

5. How can partners and suppliers support the monitoring and event management practice?

A) By defining which informational events require immediate action
B) By benchmarking service performance against SLAs agreed with customers
C) By building event generation capabilities into their product's operating system
D) By providing incident management tools

Solutions: