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ITIL-4-Specialist-Monitor-Support-Fulfil Exam Questions Fee - New ITIL-4-Special

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ITIL-4-Specialist-Monitor-Support-Fulfil Exam Questions Fee - New ITIL-4-Special

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Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil Exam Syllabus Topics:
TopicDetails
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
  • 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 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
  • 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 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 (Q56-Q61):NEW QUESTION # 56
A service management team has understood the benefits of value streams and has already mapped the current incident management value stream. What should be the NEXT step for the service management team to take?
  • A. Proceed with major changes to the incident management value stream
  • B. Adjust the incident management value stream to best practice
  • C. Start eliminating work not connected to the incident management value stream
  • D. Analyse the value stream map to identify waste
Answer: D
Explanation:
In ITIL 4, after mapping a value stream, the next logical step is to analyze the value stream map to identify waste. This analysis helps the service management team to pinpoint inefficiencies, bottlenecks, and redundant activities in the incident management process. By identifying and addressing these areas of waste, the team can improve the overall performance and flow of the value stream.

NEW QUESTION # 57
Which practice provides 'service health criteria' as an input to the 'monitoring planning' process?
  • A. Service catalogue management
  • B. Service design
  • C. Capacity and performance management
  • D. Availability management
Answer: D
Explanation:
The availability management practice is responsible for ensuring that services meet agreed availability levels and that the service health criteria are met. These criteria are used as inputs for the monitoring planning process to ensure services are monitored in alignment with agreed availability requirements.
Service design focuses on creating the architecture and specifications, but the health criteria for monitoring are more directly aligned with availability.
Capacity and performance management deals with performance levels, but not specifically with service health for monitoring.
Service catalogue management is about maintaining service information, not defining health criteria for monitoring.

NEW QUESTION # 58
A service provider is implementing a new analysis and reporting system. How will service request management benefit from it?
  • A. The system will be used to communicate new request models to users
  • B. The system will support practice measurement and reporting
  • C. The system will support handling of service requests from initiation to fulfilment
  • D. The system will be used for ad hoc request fulfilment
Answer: B
Explanation:
In ITIL 4, a new analysis and reporting system can enhance service request management by supporting the measurement and reporting of key practice metrics. This enables organizations to track the performance of service requests, ensuring they are meeting agreed service levels and identifying areas for improvement. Such systems provide insights into trends and patterns, helping management teams optimize resource allocation and request handling.

NEW QUESTION # 59
Incident management team uses monitoring and event management tools to detect incidents as early as possible. What other incident management activities can benefit from the use of these tools?
  • A. Confirmation of incident resolution
  • B. Planning of improvement initiatives
  • C. Management of incident lifecycle
  • D. Management of incident models
Answer: C
Explanation:
In ITIL 4, the use of monitoring and event management tools extends beyond just detecting incidents. These tools can significantly enhance the management of the incident lifecycle, which includes activities from detection to resolution. By providing real-time monitoring, automated event correlation, and proactive incident detection, these tools enable more efficient tracking and management of incidents from start to finish, ensuring faster resolution and better coordination across teams.
The management of the entire incident lifecycle-from detection, diagnosis, and resolution to closure-can be optimized through automation and data provided by monitoring tools, which provide timely insights into incident status and progress.

NEW QUESTION # 60
How can partners and suppliers support the monitoring and event management practice?
  • A. By providing consultancy on how to customize the IT services
  • B. By initiating major event reviews after high-priority incidents
  • C. By providing clear documentation about the meaning of events generated by their products
  • D. By defining which exception events do not require action
Answer: C
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 # 61
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