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ITIL-4-Specialist-Monitor-Support-Fulfil Guaranteed Success & ITIL-4-Specialist-Monitor-Support-Fulfil Free Practice Exams

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

Topic
Details

Topic 1

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 2

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 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

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 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 (Q151-Q156):

NEW QUESTION # 151
A service provider aims to improve the use of solutions for incidents found during problem investigation. Which software tools will help the service provider to achieve this?

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

Answer: D

Explanation:
To improve the use of solutions for incidents identified during problem investigations, knowledge management tools are essential. These tools allow organizations to document and share solutions across teams, ensuring that similar incidents are resolved more quickly in the future by leveraging previously identified solutions. Knowledge management fosters continuous learning and enables better, faster incident resolution.

NEW QUESTION # 152
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 # 153
What management practice is involved in providing users with descriptions of the service requests available to them?

A. Service catalogue management
B. Change enablement
C. Incident management
D. Problem management

Answer: A

Explanation:
The service catalogue management practice involves maintaining a structured list or catalogue of services available to users. This includes providing clear descriptions of the services, service requests, and the options available to users.
Service catalogue management ensures that all service offerings and requests are clearly documented, communicated, and accessible to users. This helps users understand what services they can request and how to access them.
Option D ("Service catalogue management") is the correct answer, as it directly involves providing users with descriptions of available service requests.
Incorrect Options:
Option A (Problem management): Deals with identifying and managing the underlying causes of incidents.
Option B (Incident management): Focuses on restoring normal service operation as quickly as possible.
Option C (Change enablement): Manages changes to services, not the description of service requests.

NEW QUESTION # 154
Which of the following is the BEST description for events?

A. Configuration item's change of state that might lead to financial losses
B. Configuration item's change of state that has significance for the management of a service
C. Configuration item's change o! state that can be observed
D. Configuration item's change of state regardless of its impact

Answer: B

Explanation:
In ITIL 4, events are defined as any detectable or discernible occurrences that have significance for the management of IT services. Not all changes in state are events, only those that matter for managing services, such as a performance threshold being reached or a server going offline.
Change of State with Significance for Service Management (Answer B - Correct): ITIL defines an event as a change of state in a configuration item (CI) that is significant for managing a service. These changes might indicate normal operation, warnings, or exceptions, and the service provider must monitor and manage them appropriately. Events allow the organization to track service performance and detect issues before they impact the service.
Change of State (Answer A - Incorrect): While this is part of the definition of an event, it lacks the critical component of significance for service management. Not every state change is an event that requires attention.
Change Leading to Financial Loss (Answer C - Incorrect): Although some events could lead to financial loss, this is a subset of events rather than a comprehensive definition.
Change Regardless of Impact (Answer D - Incorrect): Only state changes that have significance for the service need to be managed as events. This answer does not consider the importance of the event for service management.
ITIL 4 Reference:
Monitoring and Event Management Practice: Events are changes in the state of a configuration item that are significant for managing IT services, and they can be classified as informational, warnings, or exceptions.

NEW QUESTION # 155
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. Monitoring and event management tools
C. Service configuration management tools
D. Knowledge 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 # 156
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