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

1. What is NOT a main characteristic of a service request?

A) A service request leads to an agreed service outcome
B) A service request leads to a normal change
C) A service request is initiated by a user or user representative
D) A service request is acted on by the service provider

2. 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) Product Owner
D) Technical specialist

3. Which process reviews tools are available for data analysis?

A) Monitoring and event management review
B) Monitoring planning
C) Event handling
D) Establishing and maintaining approaches

4. When service provider teams fulfil a service request, they need to control that all steps of the service request model are completed successfully. Which software tools help to perform this control?

A) Publishing tools
B) Social media
C) Analysis and reporting tools
D) Monitoring and event management tools

5. The service request management team structures are usually the same as for what other practice?

A) Service level management
B) Incident management
C) Change enablement
D) Problem management

Solutions: