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

1. An organization with different types of customers operates in several markets. Services are technically complex and require experts from many teams in order to resolve incidents. The organization wants to reorganize its teams to improve incident management. What is the BEST approach for the organization to use in order to improve incident handling?

A) Create a hierarchical structure of incident resolution teams
B) Create processes with detailed procedures for handling all incidents
C) Create separate teams with clear boundaries to handle specific types of incident
D) Implement horizontal team structure and encourage collaboration

2. What process has activities that ensure that messages are directed to the correct audience?

A) Communicating to users
B) Omnichannel communication
C) Service desk optimization
D) User query handling

3. What is used to minimize the negative impact of an event?

A) A health model
B) A rule set
C) An event correlation
D) A monitoring action plan

4. During which activity of the service request fulfilment control process is user satisfaction MOST LIKELY to be measured?

A) Service request model initiation and control
B) Fulfilment review
C) Ad hoc fulfilment control
D) Request categorization

5. A monitoring tool reports that a critical business service is unavailable, but users have not yet reported any issues. What should support teams do?

A) Ignore automated alerts
B) Wait for user confirmation
C) Initiate investigation and response procedures immediately
D) Convert the event into a service request

Solutions: