ITIL ITIL4 Specialist - Monitor and Support and Fulfil - ITIL4 Specialist: Monitor, Support and Fulfil Exam
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Total 60 questions
Question #1 (Topic: Exam A)
What is NOT a potential source for the conditions of normal service operation?
A. Technical specifications of services or configuration items
B. Incident reports
C. Service quality specifications defined by the service provider
D. Expert opinions
Answer: B
Question #2 (Topic: Exam A)
Which of the following is the CORRECT description of major incidents?
A. Major incidents require a repeatable approach
B. Major incidents require workarounds
C. Major incidents require delegating more activities to users
D. Major incidents require an immediate coordinated resolution
Answer: D
Question #3 (Topic: Exam A)
What is NOT a practice success factor for incident management?
A. Detecting incidents early
B. Transferring incidents to other teams
C. Resolving incidents quickly and efficiently
D. Continually improving incident management
Answer: B
Question #4 (Topic: Exam A)
An organization, that uses agile methods for software development, is thinking about better organizing its work to handle incidents. Currently, resolving incidents takes too long and communication between support teams is lacking.
Which of the following is the BEST potential step to take?
Which of the following is the BEST potential step to take?
A. Implement horizontal team structures
B. Ensure swarming is discouraged
C. Adopt a stricter approach to tiering
D. Implement additional hierarchical levels
Answer: A
Question #5 (Topic: Exam A)
An organization is in the process of improving its incident management capabilities. It wants to ensure that it improves the whole incident management value stream, not just the practice.
Which of the following is the BEST suggestion for the organization to achieve that objective?
Which of the following is the BEST suggestion for the organization to achieve that objective?
A. Leverage automation tools to automate solutions
B. Prioritize incidents according to their business impact
C. Produce regular reports for internal and external stakeholders
D. Ensure effective integration with change enablement and problem management practices
Answer: D
