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Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil Questions PDF From ActualTestsQuiz

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

Topic
Details

Topic 1

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 2

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 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

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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Latest ITIL-4-Specialist-Monitor-Support-Fulfil Questions - ITIL-4-Specialist-Monitor-Support-Fulfil Exams Dumps

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q24-Q29):

NEW QUESTION # 24
An organization is in the process of improving its incident management practices. It wants to make sure it does not overcomplicate the practices.
Which of the following suggestions is the BEST for the organization to achieve that objective?

A. Start with the least critical services and implement a basic incident workflow
B. Start with the least critical services and implement a detailed incident workflow
C. SU11I with the most critical services and implement a detailed incident workflow
D. Start with the most critical services and Implement a basic incident workflow

Answer: D

Explanation:
In ITIL 4, incident management focuses on restoring normal service operations as quickly as possible to minimize the business impact. The key to simplifying incident management is starting with critical services, where the impact of downtime is most severe, and using a basic workflow that can be expanded later.
Start with the most critical services: This approach is in line with ITIL's "Focus on value" guiding principle, where critical services deliver the highest value to the business. Addressing incidents affecting these services ensures that the organization's most important functions remain operational. ITIL recommends prioritizing actions that have the highest value to the customer and stakeholders.
Implement a basic incident workflow: ITIL's "Keep it simple and practical" principle stresses the importance of avoiding unnecessary complexity in processes and practices. Implementing a basic workflow allows the organization to manage incidents effectively without overcomplicating the process. As the organization matures in its incident management practices, it can expand and refine the workflow to handle more complex incidents.
By starting with critical services and using a basic workflow, the organization avoids overcomplicating incident management while ensuring that its most important services are addressed promptly, reducing the risk of significant disruptions.

NEW QUESTION # 25
An organization is going to introduce problem management and they are considering who to appoint as a new problem manager. Who is the BEST candidate for the problem manager role?

A. A senior technical specialist with a thorough knowledge of the organization's products and architecture
B. A service desk manager who is an expert at configuring service management tools
C. An enterprise architect who is experienced at defining and documenting processes and workflows
D. A business relationship manager who previously worked as a risk manager

Answer: A

Explanation:
The role of the problem manager requires deep technical knowledge of the organization's systems, services, and architecture to effectively manage and resolve problems. A senior technical specialist with this expertise is well-suited to the role because they can diagnose problems, understand root causes, and collaborate with other teams to implement solutions.
Technical Expertise: A problem manager needs to understand the technical aspects of the infrastructure and services in order to analyze and resolve complex issues.
Option C ("A senior technical specialist with a thorough knowledge of the organization's products and architecture") is the best candidate because they have the necessary technical background to manage problems effectively.
Incorrect Options:
Option A: A business relationship manager may lack the technical knowledge needed for problem management.
Option B: While a service desk manager may be familiar with service tools, deep technical expertise is more crucial for this role.
Option D: An enterprise architect focuses more on strategy and design, not operational problem resolution.

NEW QUESTION # 26
A service provider is implementing a new powerful survey management system. How can service desk practice benefit from it?

A. The system will help to report the practice performance
B. The system will help to integrate service desk into value streams
C. The system will help to collect user feedback
D. The system will help to manage user query records

Answer: C

NEW QUESTION # 27
What is a benefit of a health model?

A. It suggests actions to minimize negative impact of an event
B. It allows to monitor services from the user experience perspective
C. It provides a list of prioritized monitoring objectives
D. It defines how events messages are processed and evaluated

Answer: B

Explanation:
A health model in ITIL 4 is used to monitor services and systems from a holistic perspective, often focusing on user experience. It helps assess the overall state of a service and its components by tracking performance and availability metrics. Monitoring from the user experience perspective ensures that services are not only functional from a technical standpoint but also meet the expectations of users.
Options like event processing and minimizing the impact of events (Option B) refer more to event management, while prioritized monitoring objectives (Option C) relate to monitoring objectives rather than the health model.

NEW QUESTION # 28
Which practice capability level indicates that the service desk practice achieves its purpose through a basic set of activities?

A. Level 1
B. Level 2
C. Level 3
D. Level 4

Answer: A

Explanation:
At Capability Level 1, a practice is considered to achieve its purpose through a basic set of activities. For the service desk, this means it meets its essential goal of managing service requests and incidents but may not yet include more advanced or optimized processes.

NEW QUESTION # 29
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