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

1. Which of the following describes the purpose of the service desk practice desk practice?

A) To systematically observe services and service components, and record and report selected changes of state
B) To reduce the likelihood and impact of incidents by Identifying, actual and potential causes of incidents
C) To minimize the negative impact of incidents by restoring normal service operation as quickly possible
D) To ensure that the demand tor incident resolution and service requests is captured

2. Which statement about the third-parties role in incident management is CORRECT?

A) Interactions with third parties during incident management should be formalized as much as possible
B) Incident models should define third parties' involvement in incident management
C) Incident management activities should be delegated to third parties as much as possible
D) Third parties should be excluded from incident management activities

3. How does the service request management practice achieve its purpose of supporting the agreed quality of a service?

A) By effectively handling user queries that initiate agreed service actions
B) By setting realistic expectations relating to the fulfilment of requests
C) By reducing the costs associated with request handling and fulfilment
D) By improving the reputation of the service providing organization

4. A value stream mapping exercise has noted that the service provider monitors all components that are visible to the service consumers. Why will this NOT be sufficient 'monitoring and event management' capability?

A) Because the wrong stakeholders may have been consulted
B) Because other components may be essential for the service to be available
C) Because most technology components include monitoring and event management capabilities by default
D) Because it is important monitor development and teat environments

5. Which of the following is a correct statement about active monitoring in the context of the monitoring and event management practice?

A) In active monitoring CIs report the event when it occurs
B) Active monitoring takes place only when an event occurs
C) Active monitoring takes place whether an event has occurred or not
D) Active monitoring takes place when a defined set of conditions have been met

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