New ITIL-4-Specialist-Monitor-Support-Fulfil Exam Format | ITIL-4-Specialist-Monitor-Support-Fulfil Exam Cram Questions

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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	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	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 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	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.

Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q74-Q79):

NEW QUESTION # 74
A service provider is running workshops to improve the value stream that is used to restore normal service after an incident. Each workshop will discuss one activity from the value stream. The problem manager is very busy and can only attend two of these workshops.
Which TWO workshops should the problem manager attend?
1. Incident detection
2. Incident registration
3. Incident resolution
4. Incident closure

A. 2 and 3
B. 3 and 4
C. 1 and 2
D. 1 and 4

Answer: B

Explanation:
The value stream focused on restoring normal service after an incident is primarily concerned with the latter stages of the incident lifecycle. Let's break down why:
Incident detection and registration (1 & 2): These are the initial stages of incident management, where the focus is on identifying and logging the incident. While important, they don't directly contribute to restoring service.
Incident resolution (3): This is where the actual work to fix the underlying issue and restore service takes place. The problem manager's expertise in identifying and addressing root causes can be invaluable in this stage.
Incident closure (4): This involves verifying that the service has been restored, documenting the resolution, and conducting any necessary follow-up actions. The problem manager can contribute to ensuring that the problem has been adequately addressed and preventive measures are in place.
Therefore, the problem manager should attend workshops 3 and 4, as these are the stages where their expertise and involvement will be most beneficial in improving the value stream for restoring normal service.

NEW QUESTION # 75
Which of the following is a CORRECT statement about partners and suppliers in the incident management practice?

A. It is not important to integrate third parties into incident Information exchange workflows.
B. It is Important to unsure that third parties design their incident management processes as a copy Of their customers' processes.
C. It is important to ensure that third parties adhere to the Incident management policies established by their customers.
D. It is not important to ensure third parties' adherence to organization's policies.

Answer: C

Explanation:
In ITIL 4, third-party suppliers and partners are essential components of the Service Value System. For effective Incident Management, it is critical that third-party suppliers align with the incident management policies of their customers.
Adhering to Customer Policies (Answer C - Correct): ITIL stresses the importance of ensuring that external partners and suppliers follow the incident management processes and policies established by their customers. This ensures consistency in handling incidents and contributes to seamless service restoration across the supply chain. The Supplier Management practice emphasizes the need for agreements that include clear expectations for incident handling and adherence to customer policies.
Designing Incident Management Processes to Copy Customer Processes (Answer D - Incorrect): While third parties should align with customer policies, they do not need to design their incident management processes as an exact copy of their customers' processes. Instead, they should ensure that their processes are compatible and work seamlessly with the customer's incident management framework.
Not Important to Ensure Adherence (Answer A - Incorrect): It is crucial to ensure that third parties adhere to the organization's incident management policies. Failing to do so can result in inconsistent incident handling, delays in resolution, and misalignment in service levels.
Incident Information Exchange (Answer B - Incorrect): Integrating third parties into incident information exchange workflows is essential for effective collaboration. Information sharing is crucial for timely and effective incident resolution.
ITIL 4 Reference:
Supplier Management Practice: Ensures that suppliers meet their contractual obligations and follow the agreed-upon incident management processes, enabling seamless handling of incidents.
Incident Management Practice: Third-party involvement in incident management is often critical, especially when they provide key services or components that are part of the service offering.

NEW QUESTION # 76
What practice should be used together with the 'service request management' practice to ensure that third parties will adjust their level of service to the needs of the organization?

A. Supplier management
B. Service catalogue management
C. Service level management
D. Service desk

Answer: A

Explanation:
The supplier management practice ensures that suppliers and their performance are managed appropriately to support the seamless provision of quality services. When used together with service request management, supplier management helps ensure that third parties adjust their level of service to the organization's needs by setting clear expectations and monitoring supplier performance through contracts and agreements (SLAs).
Supplier Management: This practice focuses on maintaining and improving supplier relationships, including negotiating and enforcing SLAs, ensuring that third-party services align with organizational requirements.
Option B ("Supplier management") is the correct answer because it ensures that third-party service levels are aligned with the needs of the organization through proper management and oversight.
Incorrect Options:
Option A (Service level management): This focuses on managing internal service levels rather than external suppliers.
Option C (Service desk): The service desk handles user requests but does not manage third-party suppliers.
Option D (Service catalogue management): This defines available services but does not manage third-party performance.

NEW QUESTION # 77
What is a capability criterion for the service request management practice which is related to the 'information and technology' dimension of service management?

A. Qualified human resources are available to manage service requests
B. Communication solutions needed to fulfil service requests have been implemented
C. Third-party services needed to fulfil service requests are available
D. Service request fulfilment procedures are monitored to show their effectiveness

Answer: B

NEW QUESTION # 78
An organization is in the process of improving its incident management practices. It wants to make sure it does not overcomplicate the practices.
Which of the following suggestions is the BEST for the organization to achieve that objective?

A. Start with the least critical services and implement a basic incident workflow
B. SU11I with the most critical services and implement a detailed incident workflow
C. Start with the least critical services and implement a detailed incident workflow
D. Start with the most critical services and Implement a basic incident workflow

Answer: D

Explanation:
In ITIL 4, incident management focuses on restoring normal service operations as quickly as possible to minimize the business impact. The key to simplifying incident management is starting with critical services, where the impact of downtime is most severe, and using a basic workflow that can be expanded later.
Start with the most critical services: This approach is in line with ITIL's "Focus on value" guiding principle, where critical services deliver the highest value to the business. Addressing incidents affecting these services ensures that the organization's most important functions remain operational. ITIL recommends prioritizing actions that have the highest value to the customer and stakeholders.
Implement a basic incident workflow: ITIL's "Keep it simple and practical" principle stresses the importance of avoiding unnecessary complexity in processes and practices. Implementing a basic workflow allows the organization to manage incidents effectively without overcomplicating the process. As the organization matures in its incident management practices, it can expand and refine the workflow to handle more complex incidents.
By starting with critical services and using a basic workflow, the organization avoids overcomplicating incident management while ensuring that its most important services are addressed promptly, reducing the risk of significant disruptions.

NEW QUESTION # 79
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NEW ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL EXAM FORMAT | ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL EXAM CRAM QUESTIONS

New ITIL-4-Specialist-Monitor-Support-Fulfil Exam Format | ITIL-4-Specialist-Monitor-Support-Fulfil Exam Cram Questions