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

1. An organization receives thousands of monitoring alerts daily. Most alerts never require action.
What should be improved FIRST?

A) Event filtering and correlation rules
B) Service catalog design
C) Incident categorization structure
D) Knowledge management policies

2. A service desk team notices that several users repeatedly report slow response times from a customer portal. Monitoring tools indicate occasional spikes in database latency, but service levels are still technically being met. What should the service desk do FIRST?

A) Record and correlate the incidents for trend analysis
B) Escalate directly to problem management
C) Request immediate infrastructure replacement
D) Ignore the reports because SLAs are met

3. How can partners and suppliers support the monitoring and event management practice?

A) By providing clear documentation about the meaning of events generated by their products
B) By defining which exception events do not require action
C) By initiating major event reviews after high-priority incidents
D) By providing consultancy on how to customize the IT services

4. Which activity of the `user query handling' process will result in the service desk agent resolving the query at first line?

A) Validate the user query
B) Acknowledge and record the user query
C) Informal ion packaging
D) Triage the user query and inmate the appropriate activities

5. The service request management team structures are usually the same as for what other practice?

A) Service level management
B) Problem management
C) Change enablement
D) Incident management

Solutions: