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

1. Which of the following is the BEST description for events?

A) Configuration item's change of state that has significance for the management of a service
B) Configuration item's change of state regardless of its impact
C) Configuration item's change o! state that can be observed
D) Configuration item's change of state that might lead to financial losses

2. What is a benefit of a health model?

A) It suggests actions to minimize negative impact of an event
B) It allows to monitor services from the user experience perspective
C) It provides a list of prioritized monitoring objectives
D) It defines how events messages are processed and evaluated

3. An organization is implementing a new service configuration management system. How will incident management practice benefit from it?

A) The system will help manage incident records
B) The system will help to collect user's feedback
C) The system will help to diagnose incidents
D) The system will help to detect incidents

4. What output of the 'request fulfilment control' process serves as an input to the 'service request review and optimization' process?

A) Service catalogue
B) IT asset information
C) Policies and regulatory requirements
D) User survey results

5. A service provider wants to automate monitoring and event management effectively. To achieve this, the IT operations teams are working on identifying and documenting a business context for the events in IT systems and components. The main source of information for this is the configuration management system which helps to estimate the service and business impact of the events. Other information is available from existing event and incident records. What other important source of information must be considered to understand the context of events?

A) Information from stakeholders about business impact
B) Performance and capacity thresholds provided by vendors
C) Anomalies that are not apparent to humans
D) Impact of events on the system performance

Solutions: