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

1. Which of the following roles is typically the request initiator in the service request management practice?

A) Any user or authorized user representative
B) Service owner
C) Technical specialist
D) Product Owner

2. An organization is designing a value stream for onboarding users. At which step in value stream mapping should the involvement of the service desk practice be identified?

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

3. What challenge is associated with user-to-technology interactions?

A) Unstructured information
B) Limited scalability
C) Limited applicability to complicated and complex situations
D) Subjective attitudes and emotions

4. A service provider is implementing a new analysis and reporting system. How will service request management benefit from it?

A) The system will be used to communicate new request models to users
B) The system will support handling of service requests from initiation to fulfilment
C) The system will support practice measurement and reporting
D) The system will be used for ad hoc request fulfilment

5. An event indicates that available disk space has fallen below a predefined threshold. The service is still functioning normally. This is BEST classified as:

A) Incident
B) Warning event
C) Service request
D) Informational event

Solutions: