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PEOPLECERT ITIL-4-Specialist-Monitor-Support-Fulfil Exam (page: 2)
PEOPLECERT ITIL 4 Specialist: Monitor, Support, Fulfil
Updated on: 12-Feb-2026

Viewing Page 2 of 9
ITIL-4-Specialist-Monitor-Support-Fulfil PDF 166 Questions

A service provider is implementing a new remote administration tool.

How will incident management practice benefit from it?

  1. It will help to detect incidents
  2. It will help to diagnose and resolve incidents
  3. It will help to report on the practice performance
  4. It will help to integrate the practice into value streams

Answer(s): B

Explanation:

A remote administration tool enables support teams to directly access and troubleshoot affected systems, which improves the speed and accuracy of diagnosing and resolving incidents.



Which of the following is a key metric for the practice success factor continually improving incident management?

  1. Percentage of incidents detected via monitoring and event management
  2. Balance between the speed and effectiveness metrics for incident resolution
  3. Percentage of waiting time in the overall incident handling time
  4. Percentage of incidents resolved before being reported by users

Answer(s): B

Explanation:

The balance between speed and effectiveness in incident resolution is a key metric for continual improvement, ensuring that faster resolutions do not compromise quality and service stability.



Which of the following is NOT automatically discovered for automatically detected and processed incidents?

  1. Swarming requirements
  2. Available solutions
  3. Incident impact
  4. Responsible teams

Answer(s): A

Explanation:

Swarming requirements, such as the need to involve multiple specialists or teams, are not automatically discovered and typically require human assessment during incident handling.



Which of the following criteria supports the practice success factor of detecting incidents early?

  1. The users and other relevant stakeholders know how to report incidents and report them as soon as possible
  2. Information about incident resolution is tracked and managed in an integrated information system
  3. The approach to incident management is defined, discussed, and agreed at the relevant level of the organization
  4. The effectiveness of the incident management approach is measured and reported

Answer(s): A

Explanation:

Early detection of incidents is supported when users and stakeholders are aware of how to report incidents and do so promptly, enabling quicker response and resolution.



Which of the following provides a seamless communication experience to users?

  1. Service empathy
  2. Omnichannel communication
  3. Multichannel communication
  4. Moment of truth

Answer(s): B

Explanation:

Omnichannel communication integrates multiple channels to provide users with a seamless and consistent communication experience across all touchpoints.



What factor will MOST influence the choice of service desk communication channel?

  1. Culture and diversity of service provider staff
  2. Service relationship automation
  3. Service provider technology use patterns
  4. Service relationship type

Answer(s): D

Explanation:

The type of service relationship, such as B2B, B2C, or internal support, most influences the choice of service desk communication channel because it determines user expectations and preferred ways to interact.



How can partners and suppliers support the service desk practice?

  1. By providing consultancy on how to build the service desk team
  2. By mandating that all users utilize self-help portals
  3. By influencing the demand for incident resolution and service requests
  4. By providing problem management tools

Answer(s): A

Explanation:

Partners and suppliers can support the service desk practice by offering consultancy and expertise on designing and building effective service desk teams.



Which of the following is included in the purpose of the service desk practice?

  1. To be the entry point for the service provider to negotiate with suppliers
  2. To provide a communication channel between the service provider and its staff
  3. To be the entry point for the service provider for all users
  4. To provide a communication channel between the service desk manager and other practices

Answer(s): C

Explanation:

The primary purpose of the service desk practice is to serve as the entry point for all users to access the service provider's services, requests, and support.



Viewing Page 2 of 9



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