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

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

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

2. Which of the following is NOT a key metric for the practice success factor 'resolving incidents quickly and efficiently'?

A) Percentage of incidents resolved before being reported by users
B) Time between incident detection and acceptance for diagnosis
C) User satisfaction with incident handling and resolution
D) Percentage of incidents detected via monitoring and event management

3. The request catalogue is a part of what other source of information?

A) The service catalogue
B) Service level agreements
C) Service request models
D) The service desk

4. A service provider has different product focused teams, plus a small problem management team.
What activity is MOST LIKELY to be a responsibility of the problem management team?

A) Identifying and logging problems
B) Reviewing known errors
C) Coordinating problem solving teams
D) Investigating problems

5. Which is a practice success factor of the problem management practice?

A) Optimizing problem resolution and mitigation
B) Reactive problem identification
C) Problem control
D) Proactive problem identification

Solutions: