PeopleCert
ITIL 4 Specialist Monitor Support Fulfil
Q1:
Which process includes sending out notifications?
○
A
Monitoring planning○
B
Event handling○
C
Monitoring and event management review○
D
Establishing and maintaining approaches
PeopleCert
ITIL 4 Specialist Monitor Support Fulfil
Q2:
The request catalogue is a part of what other source of information?
○
A
Service level agreements○
B
Service request models○
C
The service catalogue○
D
The service desk
PeopleCert
ITIL 4 Specialist Monitor Support Fulfil
Q3:
What type of service requests is not available to users when a service is designed for a no-request operations?
○
A
A request specific to service utility○
B
A request to register a compliment○
C
A request to register a complaint○
D
A how-to request
PeopleCert
ITIL 4 Specialist Monitor Support Fulfil
Q4:
A service provider is implementing a new analysis and reporting system. How will service request management benefit from it?
○
A
The system will support practice measurement and reporting○
B
The system will support handling of service requests from initiation to fulfilment○
C
The system will be used for ad hoc request fulfilment○
D
The system will be used to communicate new request models to users
PeopleCert
ITIL 4 Specialist Monitor Support Fulfil
Q5:
What is both a key input and a key output of the 'service request fulfilment control' process?
○
A
Service level agreements○
B
User satisfaction surveys○
C
Service request models○
D
Fulfilment actions records and reports