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

1. What is a key input to the service request fulfillment control process?

A) Service request Queries
B) Policies regulatory requirements
C) User survey insults
D) Fulfilled service requests

2. Which process includes sending out notifications?

A) Monitoring and event management review
B) Monitoring planning
C) Event handling
D) Establishing and maintaining approaches

3. What management practice is involved in providing users with descriptions of the service requests available to them?

A) Problem management
B) Service catalogue management
C) Change enablement
D) Incident management

4. A service owner needs to have a good knowledge of available tools and methods. Which service request management activity is this knowledge particularly useful for?

A) Service request modal update communication
B) Ad hoc fulfilment control
C) Service request model improvement initiation
D) Request categorization

5. An organization is designing a value stream for restoring service to users. At which step in value stream mapping should the user touchpoints be identified?

A) Define the purpose of the value stream from the business standpoint
B) Reflect on the value stream map
C) Identify the scope of the values stream analysis
D) Create a 'to be' value stream map

Solutions: