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

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

2. Which of the following statements provides the BEST reason for applying a workaround?

A) The incident requires an immediate coordinated resolution
B) The incident requires quick restoration of normal operation
C) It is impossible to find a systemic solution for an incident
D) There are no automated resolution procedures available

3. A service provider analysed the performance of the service desk practice and identified several improvement initiatives. Which software tools will help the service provider to track the progress of these initiatives?

A) Workflow management and collaboration tools
B) Analysis and reporting tools
C) Survey tools
D) Work planning and prioritization tools

4. What is a capability criterion for the service request management practice which is related to the
'information and technology' dimension of service management?

A) Qualified human resources are available to manage service requests
B) Third-party services needed to fulfil service requests are available
C) Communication solutions needed to fulfil service requests have been implemented
D) Service request fulfilment procedures are monitored to show their effectiveness

5. 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) Close all incidents immediately
C) Convert incidents into service requests
D) Create a problem record for investigation

Solutions: