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

1. Which activity of the `service desk optimization' process ensures that change request are raised where necessary?

A) Triage the user query and initiate the appropriate activities
B) Service desk improvement communication
C) service desk review
D) Service desk improvement Initiation

2. A service desk team notices that several users repeatedly report slow response times from a customer portal. Monitoring tools indicate occasional spikes in database latency, but service levels are still technically being met. What should the service desk do FIRST?

A) Request immediate infrastructure replacement
B) Escalate directly to problem management
C) Record and correlate the incidents for trend analysis
D) Ignore the reports because SLAs are met

3. A recurring issue has an identified root cause and documented workaround. What is it called?

A) Monitoring event
B) Service request
C) Known error
D) Standard change

4. Why is the monitoring provided by default for a configuration item not always right for a specific organization?

A) Because it does not ensure that value is being created for the organization
B) Because it does not assist operations staff in managing the object
C) Because it does not ensure that the component is operating optimally
D) Because many components do not come with default monitoring capability

5. A service provider wants to automate monitoring and event management effectively. To achieve this, the IT operations teams are working on identifying and documenting a business context for the events in IT systems and components. The main source of information for this is the configuration management system which helps to estimate the service and business impact of the events. Other information is available from existing event and incident records. What other important source of information must be considered to understand the context of events?

A) Performance and capacity thresholds provided by vendors
B) Anomalies that are not apparent to humans
C) Information from stakeholders about business impact
D) Impact of events on the system performance

Solutions: