ITIL-4-Specialist-Monitor-Support-Fulfil exam preparatory: ITIL 4 Specialist: Monitor, Support, Fulfil Exam & ITIL-4-Specialist-Monitor-Support-Fulfil actual lab questions

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

Topic	Details
Topic 1	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 2	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.
Topic 3	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 4	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 5	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.

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q98-Q103):

NEW QUESTION # 98
Which aspect of the service request management practice MOST helps to ensure that the practices is efficient?

A. Service requests ere fulfilled according to user satisfaction
B. Service request procedures are automated
C. Service request procedures are optimized
D. Service request fulfilment is performed in line with the agreed procedures

Answer: B

Explanation:
Automation in service request management significantly improves the efficiency of the practice. Automating repetitive tasks such as logging requests, approvals, and fulfilling standard service requests ensures faster processing, reduces human error, and frees up resources for more complex tasks.
While fulfilment in line with procedures ensures consistency, automation is the key driver of efficiency.
Optimizing procedures and fulfilling requests based on user satisfaction are important but secondary to the benefits gained through automation.

NEW QUESTION # 99
How can partners and suppliers support the monitoring and event management practice?

A. By defining which exception events do not require action
B. By providing clear documentation about the meaning of events generated by their products
C. By providing consultancy on how to customize the IT services
D. By initiating major event reviews after high-priority incidents

Answer: B

Explanation:
Partners and suppliers play a crucial role in supporting the Monitoring and Event Management practice by providing clear documentation that explains the meaning of the events generated by their products. This allows the service provider to understand and respond to these events appropriately. Accurate documentation helps ensure that the events can be interpreted quickly and acted upon, supporting effective incident and problem management.

NEW QUESTION # 100
When service provider teams fulfil a service request, they need to control that all steps of the service request model are completed successfully. Which software tools help to perform this control?

A. Analysis and reporting tools
B. Social media
C. Monitoring and event management tools
D. Publishing tools

Answer: C

NEW QUESTION # 101
What is the FIRST step in the incident handling and resolution process that helps identify the team responsible for the failed Cis and/or services?

A. Incident detection
B. Incident diagnosis
C. Incident resolution
D. Incident classification

Answer: D

Explanation:
The first step in the Incident Management process after detecting an incident is the Incident classification step. ITIL 4 defines Incident classification as the step where the incident is categorized based on certain criteria, such as the type of failure, affected configuration items (CIs), services, urgency, and impact. This categorization helps direct the incident to the appropriate support team responsible for handling incidents involving the specific CI or service.
Incident Detection (Answer D): This is the step where an incident is identified or reported, either by monitoring systems or through users. However, this step does not identify the responsible team; it only alerts the organization that an incident has occurred.
Incident Classification (Answer B): After detection, the next step is classification, where the incident is categorized, and based on this categorization, the team responsible for the failed CI or service is identified. For instance, if the incident relates to a network outage, it is classified accordingly and assigned to the network management team. This is the first step where responsibility for resolving the incident starts to take shape.
Incident Diagnosis (Answer A): Once the responsible team is identified, the incident diagnosis phase begins, where the team investigates the root cause of the incident. This phase cannot start until the incident is classified and assigned to the correct team.
Incident Resolution (Answer C): This step involves the actual resolution of the incident but comes later in the process, after the classification, diagnosis, and other steps have been completed.
ITIL 4 Reference:
Incident Management Practice: The classification step is essential to ensure that incidents are properly categorized, and that they are assigned to the correct team based on the service or CI involved.
Service Operation: ITIL emphasizes the importance of classification for efficient and effective incident handling to reduce the time to resolution.

NEW QUESTION # 102
An organization is improving its service desk practice. How should the organization use the guiding principle 'optimize and automate'?

A. Review and standardize service desk procedures using tools where possible
B. Gradually implement new service desk channels and tools
C. Establish a clear and easy way to use communication channel for users
D. Use existing procedures until the resources are available to review them

Answer: A

Explanation:
The guiding principle "optimize and automate" in ITIL 4 emphasizes making the best use of resources by simplifying and standardizing processes and then automating where it adds value. When improving the service desk practice, the first step should be to review and standardize procedures. This ensures that all processes are well understood and consistent before they are automated. Tools should then be applied to further enhance efficiency, but only after processes are optimized.

NEW QUESTION # 103
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