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

1. A service desk agent has recently been promoted to service desk manager. Which of the following will now be their new responsibility as a service desk manager?

A) Participate in activities of other practices as required by the service value stream
B) Ensuring a great user experience and high user satisfaction
C) Reviewing and continually improving the service desk practice
D) Cooperate with team members in the context of service value streams

2. Which statement BEST describes a standard service request?

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

3. A service provider has different product focused teams, plus a small problem management team.
What activity is MOST LIKELY to be a responsibility of the problem management team?

A) Identifying and logging problems
B) Reviewing known errors
C) Coordinating problem solving teams
D) Investigating problems

4. A service provider analysed the performance of the service desk practice and identified several improvement initiatives. Which software tools will help the service provider to track the progress of these initiatives?

A) Work planning and prioritization tools
B) Workflow management and collaboration tools
C) Analysis and reporting tools
D) Survey tools

5. Which activity of the `user query handling' process will result in the service desk agent resolving the query at first line?

A) Triage the user query and inmate the appropriate activities
B) Validate the user query
C) Informal ion packaging
D) Acknowledge and record the user query

Solutions: