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

1. When a service provide130r was analysing performance of the service request management practice, it became clear that service requests fulfilled by the service provider's teams meet the agreed standards and have a high user satisfaction score. However, service requests that are supposed to be partially fulfilled by users, are often overdue, and leave users unhappy. In many cases, a service provider team needs to step in and complete the request fulfilment. At the same time, the service provider is planning to migrate to a new ITSM software system. Which requirement for the automation of service request management is particularly important to ensure that the new system addresses the situation?

A) Support of service request models
B) Work hours planning and reporting
C) Support of end-to-end value streams
D) Available and convenient self-service

2. Which third party contribution to problem management should NOT be documented in a problem model?

A) How the third party documents workarounds for problems
B) How the third party helps to develop the problem management practice
C) How the third party helps to investigate specific types of problem
D) How the third party identifies and logs problems

3. A service provider aims to improve the use of solutions for incidents found during problem investigation. Which software tools will help the service provider to achieve this?

A) Workflow management and collaboration tools
B) Knowledge management tools
C) Service configuration management tools
D) Monitoring and event management tools

4. A service provider is running workshops to improve the value stream that is used to restore normal service after an incident. Each workshop will discuss one activity from the value stream.
The problem manager is very busy and can only attend two of these workshops. Which TWO workshops should the problem manager attend?
1. Incident detection
2. Incident registration
3. Incident resolution
4. Incident closure

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

5. In which step of the 'incident handling and resolution' process will a change be initiated?

A) Incident registration
B) Incident diagnosis
C) Incident closure
D) Incident resolution

Solutions: