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

1. A monitoring tool reports that a critical business service is unavailable, but users have not yet reported any issues. What should support teams do?

A) Ignore automated alerts
B) Initiate investigation and response procedures immediately
C) Convert the event into a service request
D) Wait for user confirmation

2. Which activity of the `service desk optimization' process ensures that change request are raised where necessary?

A) service desk review
B) Triage the user query and initiate the appropriate activities
C) Service desk improvement communication
D) Service desk improvement Initiation

3. What is a key input to the service request fulfillment control process?

A) User survey insults
B) Fulfilled service requests
C) Service request Queries
D) Policies regulatory requirements

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

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

5. Which statement BEST describes a standard service request?

A) It always requires root cause analysis
B) It must be treated as an incident
C) It always requires emergency approval
D) It is pre-authorized and low risk

Solutions: