PeopleCert ITIL 4 Specialist Monitor Sup…
Q: 1
What process has activities that ensure that messages are directed to the correct audience?
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Q: 2
In which step of the 'incident handling and resolution' process does the service desk agent confirm
that the user query refers to an incident?
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Q: 3
What is a benefit of a health model?
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Q: 4
An organization is having Issues with their incident management practice, it wants to address the
aspect of collective responsibility and improve the time it takes to restore normal service, as well as
knowledge-sharing between teams and individuals.
Which of the following statements a CORRECT?
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Q: 5
Which of the following is the BEST description of practice capability level 3?
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Q: 6
Which activity is part of the ‘service request review and optimization’ process?
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Q: 7
The service management team is analysis different practices, products, and service to map relevant
value streams for further improvements. They are currently looking at the incident management
value stream.
Which of the following statement is CORRECT?
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Q: 8
An organization is improving a value stream for fulfilling service requests. It is identifying the steps,
activities and information flows that are used to handle service requests. Which step in the value
stream mapping is the organization performing?
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Q: 9
What defines how event messages will be processed and evaluated?
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Q: 10
What output of the 'request fulfilment control' process serves as an input to the 'service request
review and optimization' process?
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Question 1 of 10
