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

1. A user requests access to an application already approved for their role. What is the MOST appropriate action?

A) Open a major incident
B) Raise an emergency change
C) Treat as a standard service request
D) Escalate to problem management

2. What is used to minimize the negative impact of an event?

A) A health model
B) A monitoring action plan
C) An event correlation
D) A rule set

3. An organization with different types of customers operates in several markets. Services are technically complex and require experts from many teams in order to resolve incidents. The organization wants to reorganize its teams to improve incident management. What is the BEST approach for the organization to use in order to improve incident handling?

A) Create processes with detailed procedures for handling all incidents
B) Implement horizontal team structure and encourage collaboration
C) Create separate teams with clear boundaries to handle specific types of incident
D) Create a hierarchical structure of incident resolution teams

4. What is the FIRST step in the incident handling and resolution process that helps identify the team responsible for the failed Cis and/or services?

A) Incident detection
B) Incident diagnosis
C) Incident resolution
D) Incident classification

5. A service provider is experimenting with artificial intelligence (AI) capabilities to improve event correlation and impact assessment. The previous monitoring and event management records provide sufficient technical data to `tech' the AI. However, some human input is required. What aspect of correlation and impact analysis are MOST LIKELY to need an input from the service provider's members?

A) Anomalies that arc not apparent to humans
B) Performance and capacity thresholds
C) Impact of events on the system performance
D) Impact of events on the service and business context

Solutions: