Free ITIL 4 Specialist: Monitor, Support, Fulfil Exam ITIL-4-Specialist-Monitor-Support-Fulfil Exam Practice Test

A service provider receives negative feedback from users about fulfillment of some types of service requests. If a service request requires implementation of a change. It is often fulfilled with significant delays.What is the BEST way to improve this situation?

• Review me fulfilment procedures to remove the need for change implementation
• Review the service value stream to ensure effective integration of all Involved
• Automate the fulfillment procedures
• Outsource the fulfilment procedures

Which capability level is MOST focused on continual improvement?

• Level 2
• Level 3
• Level 4
• Level 5

Which of the following is a correct statement about active monitoring in the context of the monitoring and event management practice?

• Active monitoring takes place only when an event occurs
• In active monitoring CIs report the event when it occurs
• Active monitoring takes place whether an event has occurred or not
• Active monitoring takes place when a defined set of conditions have been met

An organization's service desk practice has a dedicated team of skilled agents that effectively interacts with other teams and practices. What capability level does this indicate?

• Level 1
• Level 2
• Level 3
• Level 4

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?

• Identifying and logging problems
• Investigating problems
• Coordinating problem solving teams
• Reviewing known errors

What management practice is involved in providing users with descriptions of the service requests available to them?

• Problem management
• Incident management
• Change enablement
• Service catalogue management

In which step of the 'incident handling and resolution' process does the service desk agent confirm that the user query refers to an incident?

• Incident classification
• Incident detection
• Incident registration
• Incident diagnosis

Which of the following statements provides the BEST reason for applying a workaround?

• It is impossible to find a systemic solution for an incident
• The incident requires an immediate coordinated resolution
• The incident requires quick restoration of normal operation
• There are no automated resolution procedures available

A service management team has understood the benefits of value streams and has already mapped the current incident management value stream. What should be the NEXT step for the service management team to take?

• Analyse the value stream map to identify waste
• Proceed with major changes to the incident management value stream
• Start eliminating work not connected to the incident management value stream
• Adjust the incident management value stream to best practice

A service provider is implementing a new powerful survey management system. How can service desk practice benefit from it?

• The system will help to manage user query records
• The system will help to collect user feedback
• The system will help to report the practice performance
• The system will help to integrate service desk into value streams