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

1. What characteristic of communication channels can be supported by pre-population of relevant user data?

A) Familiarity
B) Usability
C) Availability
D) Contextual intelligence

2. What is the MAIN purpose of event correlation?

A) Eliminate monitoring tools
B) Combine related events into meaningful information
C) Increase the number of alerts generated
D) Replace incident prioritization

3. A service provider wants to separate records for problems under investigation and for known errors. Which software tools will help to achieve this?

A) Monitoring and event management tools
B) Service configuration management tools
C) Knowledge management loots
D) Workflow management and collaboration tools

4. Which capability level shows that the problem management practice is defined. Achieve its purpose, and is integrated with other practices?

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

5. The organization is in the process of improving their incident management practice. They want to become better at demonstrating business value. Which of the following options is the BEST to use in order to achieve their objective?

A) Use dashboards and reports to communicate service performance to internal and external stakeholders
B) Develop incident models and reuse known resolutions
C) Leverage automation tools to manage knowledge and to automate solutions, where possible
D) Use swarming to optimize resolution of unusual, complex, and major incidents

Solutions: