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

1. The use of an integrated information system is an important aspect of which capability level for the 'service request management' practice?

A) Level 4
B) Level 2
C) Level 3
D) Level 5

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

3. When is incident prioritization MOST relevant?

A) When there are sufficient resources to process every task within time constraints
B) When incident resolution is tasked to a single team
C) When it is impossible to assign resources to all tasks in the backlog
D) When there are no visualization tools available

4. It is important for a service provider to understand user's feelings, emotions, and needs. Which service capability supports this?

A) Moment of truth
B) Omnichannel communication
C) Assurance
D) Service empathy

5. A service owner needs to have a good knowledge of available tools and methods. Which service request management activity is this knowledge particularly useful for?

A) Request categorization
B) Service request modal update communication
C) Ad hoc fulfilment control
D) Service request model improvement initiation

Solutions: