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

2. Which of the following is NOT an area to consider for creating a common language in the multi- vendor environment?

A) Processes
B) Software tools
C) Salary agreements
D) Rules for data exchange

3. The monitoring and event management practice includes rules for event filtering and categorization. In which dimension of service management are these rules established?

A) Organization and People
B) Information and Technology
C) Partners and Suppliers
D) Value Streams and Processes

4. The request catalogue is a part of what other source of information?

A) Service level agreements
B) The service catalogue
C) Service request models
D) The service desk

5. Which metric BEST indicates the effectiveness of incident management?

A) Number of approved suppliers
B) Number of service catalog items
C) Total infrastructure cost
D) Mean time to restore service

Solutions: