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

1. Which practice capability level indicates that the service desk practice achieves its purpose through a basic set of activities?

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

2. 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

3. How should an organization BEST assess how well problem management is contributing to the organization's success?

A) By engaging independent consultants to assess and report on the practice
B) By using the ITIL maturity model described in the practice guide
C) By measuring and reporting the key performance indicators defined in the practice guide
D) By documenting the organization's service value system

4. Which capability criterion supports the practice success factor 'establishing and maintaining approaches/models that describe the various types of events and monitoring capabilities needed to detect them'?

A) Detected events are interpreted and acted upon, where relevant
B) The quality of monitoring data is measured and reported
C) The monitoring data is available when needed and meets the user requirements
D) The responsibility for the approach to monitoring and event management is clearly defined

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

Solutions: