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Title: {2026} Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil PDF Questions For Str [Print This Page]
Author: chloeja932    Time: 5 hour before
Title: {2026} Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil PDF Questions For Str
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Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil Exam Syllabus Topics:
TopicDetails
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
  • 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 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
  • 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.

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q14-Q19):NEW QUESTION # 14
What output of the 'request fulfilment control' process serves as an input to the 'service request review and optimization' process?
Answer: D
Explanation:
The 'request fulfilment control' process involves tracking and managing the lifecycle of service requests, ensuring that they are fulfilled according to agreed service levels. Part of this process involves gathering feedback, often in the form of user survey results, which provide valuable insights into user satisfaction and the quality of service fulfillment.
User Survey Results: These results are critical for the 'service request review and optimization' process as they provide feedback that helps identify areas for improvement. Regular review of user feedback enables service providers to refine and optimize their request handling processes.
Option B ("User survey results") is the correct answer because feedback from users is a direct input that helps assess the performance and efficiency of the service request process, enabling continual improvement.
Incorrect Options:
Option A: Policies and regulatory requirements influence compliance but are not direct outputs of request fulfillment.
Option C: IT asset information relates more to asset management.
Option D: The service catalogue helps define available services but is not a primary output of request fulfillment.

NEW QUESTION # 15
Which of the following is NOT a benefit of the 'incident management' practice?
Answer: C
Explanation:
The Incident Management practice in ITIL 4 provides several benefits, including the fulfillment of SLAs, improving client and employee satisfaction, and reducing losses caused by service unavailability. However, reduced knowledge capture and reuse is not a benefit; in fact, knowledge capture and reuse are key goals of incident management to ensure that lessons learned from incidents are applied to prevent future issues. Proper documentation and sharing of knowledge ensure continuous improvement and efficiency in resolving incidents.

NEW QUESTION # 16
What is part of the service desk agent role?
Answer: B
Explanation:
The role of a Service Desk Agent in ITIL 4 focuses on being the first point of contact for users. One of the primary responsibilities of a service desk agent is to triage user queries, meaning they assess and prioritize the issues reported by users and take appropriate action to resolve them or escalate them as needed.
Triaging User Queries and Taking Appropriate Action (Answer C - Correct): This is a core responsibility of service desk agents. They are responsible for assessing the nature of incidents or requests, categorizing them, and ensuring they are either resolved or escalated to the appropriate teams. This role is crucial in ensuring timely and efficient service delivery.
Planning Capacity and Performance (Answer A - Incorrect): Planning the capacity and performance of the service desk is typically the responsibility of service desk management or leadership, not individual agents.
Ensuring Workload Balance Between Service Desk and Other Practices (Answer B - Incorrect): This is also a managerial task focused on resource management, not a specific responsibility of service desk agents.
Creating and Maintaining a Healthy Work Culture (Answer D - Incorrect): While contributing to a healthy work culture is important, this is a broader organizational goal, not a specific task assigned to service desk agents.
ITIL 4 Reference:
Service Desk Practice: The main responsibilities of service desk agents include triaging incidents, managing queries, and ensuring that issues are addressed or escalated as appropriate to maintain service levels.

NEW QUESTION # 17
The request catalogue is a part of what other source of information?
Answer: C
Explanation:
The request catalogue is a subset of the service catalogue, which contains detailed information about all services available to users, including how to make service requests. The service catalogue provides a comprehensive view of services and their request options, ensuring users know how to access the services they need.

NEW QUESTION # 18
A service provider is experimenting with artificial intelligence (AI) capabilities to improve event correlation and impact assessment. The previous monitoring and event management records provide sufficient technical data to 'tech' the AI. However, some human input is required.
What aspect of correlation and impact analysis are MOST LIKELY to need an input from the service provider's members?
Answer: B
Explanation:
Artificial Intelligence (AI) can automate event correlation and impact assessment, but human input is still required to assess the business context and the impact on services. While AI can handle technical aspects like system performance and capacity thresholds, understanding how events affect the business and services requires human expertise.
Impact of Events on the Service and Business Context (Answer C - Correct): Human input is crucial for understanding how technical events affect business operations. For instance, the same technical event (e.g., a server failure) could have different business impacts depending on which services are affected and the time of occurrence.
Impact of Events on System Performance (Answer A - Incorrect): System performance data can be easily assessed by AI without much human intervention.
Performance and Capacity Thresholds (Answer B - Incorrect): These are typically predefined and can be managed automatically by AI without significant human input.
Anomalies Not Apparent to Humans (Answer D - Incorrect): AI is typically better than humans at detecting subtle anomalies, so this would not require human input.
ITIL 4 Reference:
Monitoring and Event Management Practice: AI can help automate event correlation, but human input is needed to assess the broader business implications of technical events.

NEW QUESTION # 19
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