RELIABLE ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL TEST SAMPLE & ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL EXAM DUMPS DEMO

Reliable ITIL-4-Specialist-Monitor-Support-Fulfil Test Sample & ITIL-4-Specialist-Monitor-Support-Fulfil Exam Dumps Demo

Reliable ITIL-4-Specialist-Monitor-Support-Fulfil Test Sample & ITIL-4-Specialist-Monitor-Support-Fulfil Exam Dumps Demo

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Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil Exam Syllabus Topics:

TopicDetails
Topic 1
  • Introduction to Monitor, Support, Fulfil: This section of the exam evaluates the capabilities of IT service management experts and explores the core concepts of Monitor, Support, and Fulfil value chain activities in the ITIL 4 framework.
Topic 2
  • Incident Management: This section of the exam gauges the proficiency of incident managers and support personnel, encompassing the entire lifecycle of incident management from initial detection to final resolution.
Topic 3
  • Problem Management: This section of the exam evaluates the skills of IT service managers and analysts, addressing both anticipatory and responsive facets of problem management.
Topic 4
  • Monitor and Event Management: This section of the exam assesses the competencies of IT operations managers and service desk staff, focusing on the fundamentals and applications of IT service monitoring and event handling. It examines the implementation of robust monitoring systems.
Topic 5
  • Service Request Management: This section of the exam appraises the abilities of IT fulfillment teams to focus on the streamlined processing of service requests. It explores creating and administering service request catalogs and tactics to enhance user satisfaction.

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q117-Q122):

NEW QUESTION # 117
A service provider wants to improve its proactive problem identification capabilities. To support this objective, it is reviewing the software tools currently used for problem management. Which automation capabilities will be particularly important for proactive problem identification?

  • A. Practice measurement and reporting
  • B. Integration with incident management records
  • C. Integration with knowledge bases
  • D. Separation of problem control and error control

Answer: B

Explanation:
For proactive problem identification, the ability to correlate and analyze data from incident management records is crucial. By integrating problem management tools with incident management, the organization can detect patterns of recurring incidents, helping identify potential problems before they escalate. Automation capabilities that link these two practices will allow the service provider to enhance its proactive problem management capabilities, focusing on long-term solutions to reduce incident occurrence.


NEW QUESTION # 118
An organization is in the process of improving their incident management practice. It wants to adjust the processes and procedures for complexity. Which of the following options is the BEST for the organization to apply in order to achieve this objective?

  • A. Use swarming to optimize resolution of unusual and major incidents
  • B. Assess business impact even if there are no directly affected users yet
  • C. Motivate team members to document and share their knowledge
  • D. Ensure effective integration with service desk, change enablement, and problem management

Answer: A

Explanation:
Swarming involves bringing together a group of experts from different teams to collaborate on resolving complex or high-priority incidents. This approach allows for rapid response and collective problem-solving, which is particularly useful for handling unusual and major incidents. It avoids the traditional escalation model, where incidents are passed from one team to another, potentially slowing down resolution.
Swarming: This method is highly effective in addressing complex incidents by leveraging the collective knowledge and expertise of multiple teams.
Option C ("Use swarming to optimize resolution of unusual and major incidents") is the best option because it helps optimize incident resolution for complex and high-impact incidents.
Incorrect Optis:
Option A: While integration with other practices is important, swarming directly addresses the complexity of incidents.
Option B: Assessing business impact is valuable but doesn't directly optimize incident handling.
Option D: Documenting and sharing knowledge is important for long-term improvement but doesn't immediately address incident resolution.


NEW QUESTION # 119
Which of the following describes the purpose of the service desk practice desk practice?

  • A. To ensure that the demand tor incident resolution and service requests is captured
  • B. To minimize the negative impact of incidents by restoring normal service operation as quickly possible
  • C. To reduce the likelihood and impact of incidents by Identifying, actual and potential causes of incidents
  • D. To systematically observe services and service components, and record and report selected changes of state

Answer: A

Explanation:
The primary purpose of the service desk practice, according to ITIL 4, is to capture demand for incident resolution and service requests. The service desk acts as the communication point for IT users, ensuring that their issues and requests are recorded and handled. This function is critical for maintaining service quality and efficiency, as it allows the organization to quickly respond to incidents and ensure user needs are met.
Option B descres the purpose of incident management, not the service desk.
Option C refers to problem management, which focuses on identifying and reducing potential causes of incidents.
Option D describes monitoring and event management, which involves systematically observing services and components.


NEW QUESTION # 120
A service provider has different product focused teams, plus a small problem management team.
What activity is MOST LIKELY to be a responsibility of the problem management team?

  • A. Reviewing known errors
  • B. Identifying and logging problems
  • C. Investigating problems
  • D. Coordinating problem solving teams

Answer: D

Explanation:
In organizations where multiple product-focused teams exist alongside a small problem management team, the problem management team's primary role is often to coordinate problem-solving activities across these teams. This ensures that the right people are involved in the investigation and resolution of problems, facilitating collaboration and driving solutions.
Identifying and logging problems (Option A) is typically performed by product-focused teams or incident management.
Investigating problems (Option B) may be a shared responsibility but is often handled by the product-focused teams.
Reviewing known errors (Option D) is part of the error control process but not the main responsibility in a coordination-heavy role.


NEW QUESTION # 121
A vendor bulletin includes a description of an issue that could cause servers to suddenly stop working. These servers play a critical role in the delivery of an essential service. Which person in the service provider organization is MOST LIKELY to review the information and decide how this can affect the organization?

  • A. A technical specialist who understands how the servers work and how they can be repaired and upgraded
  • B. A problem coordinator who understands how to log, manage, and close problems
  • C. A dedicated problem manager who works in a senior role to coordinate resources for complex issues
  • D. A service owner who understands the service architecture and how the components are configured

Answer: D

Explanation:
In ITIL 4, the service owner is typically the person responsible for managing a specific service throughout its lifecycle. The service owner has a deep understanding of the service's architecture, including how the components are configured and how they interact. When a vendor bulletin describes a critical issue affecting servers that play an essential role in the delivery of a service, it is the service owner who is most likely to assess how this issue could impact the organization's operations. They have the expertise to understand the dependencies of these components within the service and make informed decisions about risk mitigation and necessary actions.


NEW QUESTION # 122
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