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

1. What TWO requirements are important when selecting a third-party tool to support problem management?
1. Cross team collaboration
2. Changeable impact or categorization
3. Known error records not the same as problem records
4. Problems automatically closed when related incidents are closed

A) 4 and 1
B) 3 and 4
C) 2 and 3
D) 1 and 2

2. Which of the following is NOT a benefit of the 'incident management' practice?

A) Fulfilment of the SLAs with service consumers
B) Reduced losses caused by IT service unavailability
C) Higher client and employee satisfaction
D) Reduced knowledge capture and reuse

3. A support analyst restores a failed application service after restarting a middleware component.
The root cause is still unknown. Which term BEST describes the situation?

A) Problem resolved
B) Known error
C) Workaround applied
D) Change implemented

4. When is incident prioritization MOST relevant?

A) When there are no visualization tools available
B) When it is impossible to assign resources to all tasks in the backlog
C) When there are sufficient resources to process every task within time constraints
D) When incident resolution is tasked to a single team

5. What is NOT a main characteristic of a service request?

A) A service request leads to an agreed service outcome
B) A service request leads to a normal change
C) A service request is initiated by a user or user representative
D) A service request is acted on by the service provider

Solutions: