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

1. A service provider aims to improve the use of solutions for incidents found during problem investigation. Which software tools will help the service provider to achieve this?

A) Knowledge management tools
B) Monitoring and event management tools
C) Workflow management and collaboration tools
D) Service configuration management tools

2. Which of the following is the BEST description of practice capability level 3?

A) The practice is performed as initial or intuitive
B) The practice is continually improving organizational capabilities associated with its purpose
C) The practice systematically achieves its purpose through a basic set of activities
D) The practice is well defined and achieves its purpose in an organized way

3. Why is prioritization important in incident management?

A) It prevents all escalations
B) It ensures resources focus on the most impactful issues
C) It eliminates the need for monitoring
D) It determines compensation levels

4. Which role or team usually perform the initial operational actions on service requests?

A) Change manager
B) Problem manager
C) Service desk
D) Specialized technician

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

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

Solutions: