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

1. What competency is the MOST important when performing the activity 'event logging'?

A) Leader
B) Technical expert
C) Coordinator/communicator
D) Methods and techniques expert

2. An organization has identified many interfaces between the service request management activities and the activities of other practices. During value stream mapping, when will it be BEST to document these interfaces?

A) Identification of the scope of the service value stream analysis
B) Creation of the 'to be' service value stream map
C) Definition of the purpose of the service value stream
D) Walkthrough of the service value stream steps

3. Which process includes sending out notifications?

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

4. An organization is designing a value stream for onboarding users. At which step in value stream mapping should the involvement of the service desk practice be identified?

A) Identify the scope of the value stream analysis
B) Create a 'to be' value stream map
C) Define the purpose of the value stream
D) Reflect on the value stream map

5. How should an organization BEST assess how well problem management is contributing to the organization's success?

A) By using the ITIL maturity model described in the practice guide
B) By measuring and reporting the key performance indicators defined in the practice guide
C) By engaging independent consultants to assess and report on the practice
D) By documenting the organization's service value system

Solutions: