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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

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

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

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 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 (Q109-Q114):

NEW QUESTION # 109
A service provider is implementing a new service configuration management system. How will problem management benefit from it?

A. The system will support collaboration between problem management teams
B. The system will help to measure the practice performance
C. The system will help to categorize and investigate problems
D. The system will support management of the problem and known error records

Answer: D

Explanation:
A service configuration management system (CMS) provides accurate and reliable information about the configuration of services and their relationships, including known error records. For Problem Management, the CMS helps track problems, known errors, and workarounds effectively. It ensures that the necessary data is available to manage these records and keep them up to date, facilitating problem resolution and ensuring that workarounds remain effective.
Other options:
A: The CMS can provide metrics, but its primary role in Problem Management is to support record management.
B: While the CMS can aid collaboration, its key function is the management of problem and known error records.
D: Categorization and investigation are part of Problem Management, but the CMS focuses more on maintaining accurate records.

NEW QUESTION # 110
A service provider wants to improve its proactive problem identification capabilities. To support this objective, it is reviewing the software tools currently used for problem management. Which automation capabilities will be particularly important for proactive problem identification?

A. Practice measurement and reporting
B. Integration with incident management records
C. Integration with knowledge bases
D. Separation of problem control and error control

Answer: B

Explanation:
For proactive problem identification, the ability to correlate and analyze data from incident management records is crucial. By integrating problem management tools with incident management, the organization can detect patterns of recurring incidents, helping identify potential problems before they escalate. Automation capabilities that link these two practices will allow the service provider to enhance its proactive problem management capabilities, focusing on long-term solutions to reduce incident occurrence.

NEW QUESTION # 111
A vendor bulletin includes a description of an issue that could cause servers to suddenly stop working. These servers play a critical role in the delivery of an essential service. Which person in the service provider organization is MOST LIKELY to review the information and decide how this can affect the organization?

A. A dedicated problem manager who works in a senior role to coordinate resources for complex issues
B. A technical specialist who understands how the servers work and how they can be repaired and upgraded
C. A problem coordinator who understands how to log, manage, and close problems
D. A service owner who understands the service architecture and how the components are configured

Answer: D

Explanation:
In ITIL 4, the service owner is typically the person responsible for managing a specific service throughout its lifecycle. The service owner has a deep understanding of the service's architecture, including how the components are configured and how they interact. When a vendor bulletin describes a critical issue affecting servers that play an essential role in the delivery of a service, it is the service owner who is most likely to assess how this issue could impact the organization's operations. They have the expertise to understand the dependencies of these components within the service and make informed decisions about risk mitigation and necessary actions.

NEW QUESTION # 112
Which activity of the 'user query handling' process will result in the service desk agent resolving the query at first line?

A. Validate the user query
B. Triage the user query and inmate the appropriate activities
C. Acknowledge and record the user query
D. Informal ion packaging

Answer: B

Explanation:
In the user query handling process, triage is the activity where the service desk agent assesses the query to determine the necessary action. When the query is simple and can be resolved immediately, the agent resolves it at the first line. Triage is critical because it helps to identify which queries can be handled directly and which need to be escalated to more specialized teams.
Acknowledging and recording the query is an important step but does not lead directly to resolution.
Information packaging typically refers to preparing information for the user, often following resolution.
Validating ensures the query is correctly understood, but resolution occurs during triage when the appropriate activities are initiated.

NEW QUESTION # 113
What can be used to help the service provider assess user experience of a user service?

A. An event correlation
B. A rule set
C. A health model
D. A monitoring action plan

Answer: C

Explanation:
A health model in ITIL 4 refers to a comprehensive understanding of how various components of a service perform in relation to user expectations. By using a health model, a service provider can assess the overall user experience and determine whether the service meets performance standards.
Health Model (Answer C - Correct): A health model provides insights into the status of key service components and how they affect the user experience. By comparing actual performance data with desired outcomes, the provider can make informed decisions on service improvements.
Event Correlation (Answer A - Incorrect): Event correlation links related events but does not directly assess user experience.
Rule Set (Answer B - Incorrect): A rule set may be used to define thresholds for system alerts but does not directly assess user experience.
Monitoring Action Plan (Answer D - Incorrect): This refers to the strategy for monitoring activities, but it is not specifically designed to measure or assess user experience.
ITIL 4 Reference:
Monitoring and Event Management Practice: The health model is a tool for understanding the impact of service health on user experience, allowing for continuous improvement of services.

NEW QUESTION # 114
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