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

1. What should a service provider do when human resources to establish problem modes are not available?

A) Delegate creation or problem models to a problem coordinator
B) Create a single problem model to be used for managing all problems
C) Postphone problem management activities until the resources are available
D) Consider using a third-party consulting service to help develop problem models

2. Which two fields are typically included when a problem record is created?
1. Investigation results
2. Problem solution
3. Associated configuration items
4. Affected services

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

3. A service provider wants to automate monitoring and event management effectively. To achieve this, the IT operations teams are working on identifying and documenting a business context for the events in IT systems and components. The main source of information for this is the configuration management system which helps to estimate the service and business impact of the events. Other information is available from existing event and incident records. What other important source of information must be considered to understand the context of events?

A) Information from stakeholders about business impact
B) Performance and capacity thresholds provided by vendors
C) Impact of events on the system performance
D) Anomalies that are not apparent to humans

4. Although many events are captured and processed automatically, some require a human response. Which software tools are MOST important for effective joint work of IT teams responding to events?

A) Workflow management and collaboration tools
B) Knowledge management tools
C) Analysis and reporting tools
D) Service configuration management tools

5. An organization receives thousands of monitoring alerts daily. Most alerts never require action.
What should be improved FIRST?

A) Knowledge management policies
B) Incident categorization structure
C) Service catalog design
D) Event filtering and correlation rules

Solutions: