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

1. Which of the following is a CORRECT statement about partners and suppliers in the incident management practice?

A) It is important to ensure that third parties adhere to the Incident management policies established by their customers.
B) It is not important to ensure third parties' adherence to organization's policies.
C) It is not important to integrate third parties into incident Information exchange workflows.
D) It is Important to unsure that third parties design their incident management processes as a copy Of their customers' processes.

2. The service management team is analysing different practices, products, and services to map relevant value streams for further improvements. They are currently looking at the incident management value stream and are trying to identify waste. Which of the following is the BEST step for analysing information to find waste?

A) Do the service value stream walk
B) Identify the scope of the value stream analysis
C) Reflect on the value stream map
D) Map the activities and the information flows

3. What process has activities that ensure that messages are directed to the correct audience?

A) Service desk optimization
B) User query handling
C) Communicating to users
D) Omnichannel communication

4. Which process includes sending out notifications?

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

5. A value stream mapping exercise has noted that the service provider monitors all components that are visible to the service consumers.
Why will this NOT be sufficient 'monitoring and event management' capability?

A) Because most technology components include monitoring and event management capabilities by default
B) Because the wrong stakeholders may have been consulted
C) Because other components may be essential for the service to be available
D) Because it is important monitor development and teat environments

Solutions:

Question # 1 Answer: A

Question # 2 Answer: D

Question # 3 Answer: D

Question # 4 Answer: D

Question # 5 Answer: C