Exam Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil Revision Plan, ITIL-4-Specialist-Monitor-Support-Fulfil Associate Level Exam

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Free PDF ITIL-4-Specialist-Monitor-Support-Fulfil - Valid Exam ITIL 4 Specialist: Monitor, Support, Fulfil Exam Revision Plan

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

Topic	Details
Topic 1	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 2	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 3	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 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	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.

Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q42-Q47):

NEW QUESTION # 42
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. Monitoring and event management tools
B. Social media
C. Publishing tools
D. Analysis and reporting tools

Answer: A

NEW QUESTION # 43
Reactive problem identification is based on the information about past and current incidents. Which software tools ensure that this information is available for problem identification?

A. Workflow management and collaboration tools
B. Knowledge management tools
C. Monitoring and event management tools
D. Service configuration management tools

Answer: A

Explanation:
Reactive problem identification relies heavily on the analysis of incident data to identify trends and patterns that might indicate underlying problems. Workflow management and collaboration tools often include features for:
Incident Tracking: Capturing and storing information about past and current incidents, including their details, status, and resolution steps.
Incident Analysis: Providing capabilities to search, filter, and analyze incident data to identify recurring issues or common root causes.
Collaboration: Facilitating communication and collaboration among teams involved in incident and problem management, enabling them to share insights and identify potential problems.
While other options might play a role in problem management, they are not as directly focused on providing the historical and current incident information necessary for reactive problem identification:
B . Service configuration management tools: These tools track configuration items and their relationships, which can be helpful in understanding the impact of problems, but they don't primarily focus on incident data.
C . Monitoring and event management tools: These tools focus on real-time monitoring and event correlation, which is more relevant for proactive problem identification.
D . Knowledge management tools: These tools store and manage knowledge articles and solutions, which can be helpful in resolving problems but are not the primary source of incident data for reactive identification.

NEW QUESTION # 44
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. Ensure effective integration with service desk, change enablement, and problem management
C. Motivate team members to document and share their knowledge
D. Assess business impact even if there are no directly affected users yet

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 # 45
Which of the following is a practice success factor for the 'service desk' practice?

A. Ensuring that multichannel communication is used and improved wherever possible
B. Enabling the effective integration of user communications into value streams
C. Overcoming the challenges associated with using web portals
D. Including service desk communication in every value stream

Answer: A

Explanation:
The 'service desk' practice in ITIL 4 focuses on providing a single point of contact between the service provider and users. It is responsible for capturing demand for incident resolution and service requests, while also being responsible for general communication across the entire organization.
A . Including service desk communication in every value stream: While communication is a key component, service desk communication is not necessarily included in every value stream. The service desk is a component of user interaction, but the success factor here focuses more on how communication is handled rather than its integration in every part of the value chain.
B . Ensuring that multichannel communication is used and improved wherever possible (Correct Answer): One of the key success factors for a service desk is to ensure that communication happens across multiple channels such as phone, email, chat, or web portal. This makes the service desk more accessible and flexible in how it interacts with users, and ITIL 4 stresses the importance of continually improving communication channels to enhance service desk effectiveness.
C . Enabling the effective integration of user communications into value streams: This option suggests that the focus is on how communications fit into value streams, but in the context of the service desk, success factors revolve more around communication quality and accessibility rather than integration into the value streams.
D . Overcoming the challenges associated with using web portals: While overcoming challenges with portals is important, it is not a broad success factor for the entire practice of the service desk. It is more specific to one communication method.
Thus, the success factor that best aligns with the goals of the service desk practice in ITIL 4 is ensuring multichannel communication and its continual improvement.

NEW QUESTION # 46
Which monitoring and oven! management activity is MOST LIKELY to involve partners and suppliers?

A. Defining monitoring and event thresholds for all services delivered by the service provider
B. Providing application programme interface (APIs) that integrate with the service provider's monitoring and event management systems
C. Providing information about how services that utilize internal and externally provided components, enable value fill customers.
D. Providing consultancy on how to design and develop new IT services

Answer: B

Explanation:
Partners and suppliers often provide APIs to integrate external components with the service provider's monitoring and event management systems. This is critical for ensuring that services with both internal and external dependencies can be monitored cohesively, ensuring a seamless operation.
Defining thresholds and providing service information (Options A and B) are more internal activities managed by the service provider.
Providing consultancy on service design is unrelated to monitoring and event management.

NEW QUESTION # 47
......

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Exam Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil Revision Plan, ITIL-4-Specialist-Monitor-Support-Fulfil Associate Level Exam

Free PDF ITIL-4-Specialist-Monitor-Support-Fulfil - Valid Exam ITIL 4 Specialist: Monitor, Support, Fulfil Exam Revision Plan

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

Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q42-Q47):

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