PeopleCert ITIL-4-Specialist-Monitor-Support-Fulfil Quiz 1 Topic 1 Questions 1-5

Question: 1

What should be the FIRST step in investigating a problem that was identified by reactive problem identification?

ACreate a known error

BLook for a way to solve the problem

CSubmit a change request to resolve the problem

DUnderstand which configuration items may have errors

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Question: 2

An organization has analysed the current value stream for restoring service to users and identified touchpoints with low business value. User feedback confirmed that some communications from service desk during incident resolution were distracting and did not provide any useful information. What action should the organization take?

AEliminate all identified touchpoints

BReview the communications in the context of the value stream

CCreate a separate value stream for the low value touchpoints

DRemind the users about the need to follow the agreed communications plan

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Question: 3

An organization is having Issues with their incident management practice, it wants to address the aspect of collective responsibility and improve the time it takes to restore normal service, as well as knowledge-sharing between teams and individuals.

Which of the following statements a CORRECT?

ATeams that share responsibility cannot have only one person that sees an Incident through to resolution

BTeams that share responsibility should celebrate heroes and should nut slime successes awl failures

CTeams that share responsibility should be encouraged to engage experienced people in the process

DTeams that share responsibility should bounce incidents between them and other teams

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Question: 4

An organization is designing a value stream for restoring service to users.

At which step in value stream mapping should the user touchpoints be identified?

AIdentify the scope of the values stream analysis

BReflect on the value stream map

CCreate a 'to be' value stream map

DDefine the purpose of the value stream from the business standpoint

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Question: 5

The use of an integrated information system is an important aspect of which capability level for the 'service request management' practice?

ALevel 2

BLevel 3

CLevel 4

DLevel 5

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PeopleCert ITIL-4-Specialist-Monitor-Support-Fulfil Quiz:1 Topic:1 Questions:1-5