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PEOPLECERT ITIL-4-Specialist-Monitor-Support-Fulfil Exam Questions
ITIL 4 Specialist: Monitor, Support, Fulfil (Page 3 )

Updated On: 21-Feb-2026
Page 2 of 13
PDF with 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.






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