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

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

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

2. Which is a practice success factor for the service desk practice?

A) Ensuring that multichannel communication is used and improved wherever possible
B) Enabling and continually Improving effective, efficient, and convenient communications between the Service desk and its staff
C) Enabling and continually Improving effective, efficient, and convenient communications between the service provider and its users
D) Overcoming the challenge of the limited scalability or voice and video cell channels

3. Which activity of the `service desk optimization' process ensures that change request are raised where necessary?

A) Service desk improvement Initiation
B) Triage the user query and initiate the appropriate activities
C) Service desk improvement communication
D) service desk review

4. An organization is designing a value stream for communicating planned outages to users. Al which step in value stream mapping will the user's expeditions regarding communicating planned communicating planned outages be identified?

A) Do the service value stream walk
B) Using the 'to be' value stream map to plan improvements
C) Define the purpose of the value stream
D) Create a 'to be value stream map

5. What challenge is associated with user-to-technology interactions?

A) Subjective attitudes and emotions
B) Limited scalability
C) Unstructured information
D) Limited applicability to complicated and complex situations

Solutions: