Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil Actual Free Exam Questions & Community Discussion

Exam Code/Number: ITIL-4-Specialist-Monitor-Support-Fulfil
Exam Name/Title: ITIL 4 Specialist: Monitor, Support, Fulfil Exam
Certification Provider: Peoplecert
Corresponding Certification: Peoplecert IT Infrastructure Library

Exam Questions: 168
Updated On: Jun 01, 2026

Question #46

How can partners and suppliers support the service desk practice?

A. By outsourcing the development of II services

B. By providing change enablement tools

C. By providing trained resources to work in service desk teams

D. By providing consultancy on how to customize the IT services

Discussion 0

Correct Answer: C Vote an answer

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Question #47

Which statement about the third-parties role in incident management is CORRECT?

A. Third parties should be excluded from incident management activities

B. Interactions with third parties during incident management should be formalized as much as possible

C. Incident models should define third parties' involvement in incident management

D. Incident management activities should be delegated to third parties as much as possible

Discussion 0

Correct Answer: C Vote an answer

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Question #48

Which of the following states the purpose of the service desk practice?

A. To create and maintain a healthy work culture in the service desk team

B. To provide a dedicated team to acknowledge and record user impacting incidents

C. To ensure that the demand for incident resolution and service requests is captured

D. To ensure that user queries are captured, validated, and triaged for further processing

Discussion 0

Correct Answer: C Vote an answer

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Question #49

A service provider wants to improve its proactive problem identification capabilities. To support this objective, it is reviewing the software tools currently used for problem management. Which automation capabilities will be particularly important for proactive problem identification?

A. Separation of problem control and error control

B. Integration with incident management records

C. Practice measurement and reporting

D. Integration with knowledge bases

Discussion 0

Correct Answer: B Vote an answer

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Question #50

The request catalogue is a part of what other source of information?

A. Service level agreements

B. The service desk

C. The service catalogue

D. Service request models

Discussion 0

Correct Answer: C Vote an answer

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Question #51

When service provider teams fulfil a service request, they need to control that all steps of the service request model are completed successfully. Which software tools help to perform this control?

A. Monitoring and event management tools

B. Social media

C. Analysis and reporting tools

D. Publishing tools

Discussion 0

Correct Answer: A Vote an answer

Question #52

Which capability criterion supports the practice success factor 'establishing and maintaining approaches/models that describe the various types of events and monitoring capabilities needed to detect them'?

A. The quality of monitoring data is measured and reported

B. The monitoring data is available when needed and meets the user requirements

C. The responsibility for the approach to monitoring and event management is clearly defined

D. Detected events are interpreted and acted upon, where relevant

Discussion 0

Correct Answer: C Vote an answer

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Question #53

Incident management team uses monitoring and event management tools to detect incidents as early as possible. What other incident management activities can benefit from the use of these tools?

A. Planning of improvement initiatives

B. Confirmation of incident resolution

C. Management of incident models

D. Management of incident lifecycle

Discussion 0

Correct Answer: D Vote an answer

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Question #54

What is the CORRECT description of a known error?

A. A solution that reduces or eliminates the impact of one or more incidents

B. A problem that has been analysed but has not been resolved

C. A repeatable approach to the management of a particular type of problem

D. An error which may cause, or has already caused, one or more incidents

Discussion 0

Correct Answer: B Vote an answer

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Question #55

What process has activities that ensure that messages are directed to the correct audience?

A. Communicating to users

B. Service desk optimization

C. User query handling

D. Omnichannel communication

Discussion 0

Correct Answer: D Vote an answer

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Question #56

What is considered an incident?

A. Planned interruption to a service

B. Reduction in the quality of a service

C. Inability to assign resources to all tasks in the backlog

D. End-users having to use self-help tools

Discussion 0

Correct Answer: B Vote an answer

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Question #57

A service provider receives negative feedback from users about fulfilment of some types of service requests. Users say that the procedures are unclear, ineffective, and take too long. What is the BEST way to improve this situation?

A. Review the service value stream from the user's viewpoint

B. Outsource the fulfilment procedures

C. Automate the fulfilment procedures

D. Make sure that the current procedures are clearly communicated

Discussion 0

Correct Answer: A Vote an answer

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Question #58

What practice should be used together with the 'service request management' practice to ensure that third parties will adjust their level of service to the needs of the organization?

A. Service desk

B. Supplier management

C. Service level management

D. Service catalogue management

Discussion 0

Correct Answer: B Vote an answer

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Question #59

What is a capability criterion for the service request management practice which is related to the 'information and technology' dimension of service management?

A. Qualified human resources are available to manage service requests

B. Third-party services needed to fulfil service requests are available

C. Service request fulfilment procedures are monitored to show their effectiveness

D. Communication solutions needed to fulfil service requests have been implemented

Discussion 0

Correct Answer: D Vote an answer

Question #60

Which is a practice success factor of the problem management practice?

A. Optimizing problem resolution and mitigation

B. Proactive problem identification

C. Problem control

D. Reactive problem identification

Discussion 0

Correct Answer: B Vote an answer

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