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PEOPLECERT ITIL-4-Specialist-Monitor-Support-Fulfil Exam (page: 1)
PEOPLECERT ITIL 4 Specialist: Monitor, Support, Fulfil
Updated on: 12-Feb-2026

Viewing Page 1 of 9
ITIL-4-Specialist-Monitor-Support-Fulfil PDF 166 Questions

What is NOT a potential source for the conditions of normal service operation?

  1. Technical specifications of services or configuration items
  2. Incident reports
  3. Service quality specifications defined by the service provider
  4. Expert opinions

Answer(s): B

Explanation:

Incident reports describe situations where service operation was disrupted, not the baseline or expected conditions for normal operation. Normal service conditions are typically defined from technical specifications, service quality requirements, or expert input.



Which of the following is the CORRECT description of major incidents?

  1. Major incidents require a repeatable approach
  2. Major incidents require workarounds
  3. Major incidents require delegating more activities to users
  4. Major incidents require an immediate coordinated resolution

Answer(s): D

Explanation:

Major incidents require an immediate, coordinated resolution because they cause significant disruption to the business and demand urgent action from multiple teams to restore service as quickly as possible.



What is NOT a practice success factor for incident management?

  1. Detecting incidents early
  2. Transferring incidents to other teams
  3. Resolving incidents quickly and efficiently
  4. Continually improving incident management

Answer(s): B

Explanation:

Transferring incidents to other teams is an activity that may occur during resolution but is not a success factor.
Practice success factors focus on early detection, efficient resolution, and continuous improvement to ensure incident management effectiveness.



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?

  1. Implement horizontal team structures
  2. Ensure swarming is discouraged
  3. Adopt a stricter approach to tiering
  4. Implement additional hierarchical levels

Answer(s): A

Explanation:

Implementing horizontal team structures promotes better collaboration and faster communication between support teams, which helps reduce incident resolution times in agile environments.



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?

  1. Leverage automation tools to automate solutions
  2. Prioritize incidents according to their business impact
  3. Produce regular reports for internal and external stakeholders
  4. Ensure effective integration with change enablement and problem management practices

Answer(s): D

Explanation:

Effective integration with change enablement and problem management ensures that improvements address the entire incident management value stream, enabling coordinated resolution, root cause elimination, and controlled changes to restore and maintain service.



Which of the following is a CORRECT statement about partners and suppliers in the incident management practice?

  1. Rather than allowing a supplier to perform all incident management activities, they can only perform parts of activities
  2. In addition to the development of a practice, the involvement of partners might also be needed for the management of the practice
  3. Already established formal barriers in decision-making should not be removed for third parties such as suppliers
  4. Third parties such as suppliers should be involved in incident management on ad hoc basis rather than included in incident models

Answer(s): B

Explanation:

Partners and suppliers may contribute not only to the development of the incident management practice but also to its ongoing management, ensuring consistent collaboration and alignment with agreed processes.



How do incident models help resolve incidents quickly and efficiently?

  1. By applying proven and tested solutions
  2. By forming dedicated temporary teams
  3. By reducing workaround-related backlogs
  4. By gathering people with different areas of expertise

Answer(s): A

Explanation:

Incident models provide predefined, proven, and tested solutions for known incident types, enabling faster and more consistent resolution.



The service management team is analyzing different practices, products, and services to map relevant value streams for further improvements. They are currently looking at the incident management value stream.

Which of the following statements is CORRECT?

  1. Incidents should be solved and communicated in the same way for internal and external customers
  2. Incidents should be solved and communicated in the same way for services developed in-house and those sourced externally
  3. A single incident management value stream can include only products or only services
  4. Incidents can be solved and communicated in a different way for B2B and B2C products

Answer(s): D

Explanation:

The approach to solving and communicating incidents can differ for B2B and B2C products because customer expectations, communication channels, and resolution processes may vary between these contexts.



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