Peoplecert - ITIL-4-Specialist-Monitor-Support-Fulfil - Accurate ITIL 4 Specialist: Monitor, Support, Fulfil Exam Certification Materials

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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	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	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 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	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.

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q75-Q80):

NEW QUESTION # 75
What is used to minimize the negative impact of an event?

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

Answer: C

Explanation:
A monitoring action plan outlines the specific steps to be taken when a particular event or set of events occurs. These plans are designed to:
Minimize impact: By having predefined actions, the response to an event can be swift and targeted, reducing the potential negative consequences.
Provide guidance: Action plans ensure that everyone involved knows what to do, avoiding confusion and delays.
Enable proactive response: In some cases, action plans might include steps to be taken before an event fully materializes, potentially preventing it altogether.
Let's consider the other options:
A . An event correlation: This is the process of linking related events together to gain a better understanding of the situation, but it doesn't directly minimize the impact.
B . A rule set: Rule sets define the criteria for triggering alerts or actions based on events, but they are not the actions themselves.
C . A health model: This provides a baseline for normal system behavior, aiding in identifying anomalies, but it doesn't outline specific actions to take.

NEW QUESTION # 76
An organization is implementing a new service configuration management system. How will incident management practice benefit from it?

A. The system will help manage incident records
B. The system will help to detect incidents
C. The system will help to collect user's feedback
D. The system will help to diagnose incidents

Answer: D

Explanation:
A Service Configuration Management System (CMS) or Configuration Management Database (CMDB) stores detailed information about the configuration items (CIs) and their relationships. This data is crucial for diagnosing incidents by providing insight into which components may be causing or affected by an incident.
Diagnosing Incidents (Answer C - Correct): A CMS helps Incident Management by providing valuable data about the configuration items involved in an incident. By understanding the relationships between different components, the system can help identify the root cause of incidents more effectively.
Detecting Incidents (Answer A - Incorrect): Incident detection is typically handled by monitoring tools rather than the CMS. The CMS supports diagnosis but does not directly detect incidents.
Managing Incident Records (Answer B - Incorrect): Incident records are typically managed in an IT service management (ITSM) tool. While the CMS contains valuable configuration data, it is not primarily used to manage incident records.
Collecting User Feedback (Answer D - Incorrect): The CMS is not used to collect user feedback. Feedback is typically gathered through the Service Desk or other user interaction systems.
ITIL 4 Reference:
Incident Management Practice: The CMS provides essential data for diagnosing incidents by giving a clear picture of the affected configuration items and their interdependencies.

NEW QUESTION # 77
A service provider analysed the performance of the service desk practice and identified several improvement initiatives. Which software tools will help the service provider to track the progress of these initiatives?

A. Workflow management and collaboration tools
B. Analysis and reporting tools
C. Work planning and prioritization tools
D. Survey tools

Answer: A

Explanation:
To track the progress of improvement initiatives in the service desk, workflow management and collaboration tools are essential. These tools allow for the automation and tracking of tasks, ensuring that improvement activities are well-organized and that stakeholders can collaborate effectively on initiatives. By using these tools, service providers can ensure that workflows are properly managed and that progress is tracked in a transparent way.
Workflow Management: Automates and tracks the sequence of tasks related to service desk improvements.
Collaboration Tools: Facilitate communication and coordination between different teams working on improvement initiatives.
Option A ("Workflow management and collaboration tools") is the correct answer because these tools directly support tracking and managing improvement initiatives.
Incorrect Options:
Option B (Analysis and reporting tools): These are useful for measuring outcomes but not for tracking the progress of initiatives.
Option C (Work planning and prioritization tools): These help in planning, but not in tracking the execution of improvements.
Option D (Survey tools): These are for gathering feedback, not for tracking progress.

NEW QUESTION # 78
How is service configuration management system used for incident handling and resolution?

A. It supports collection of user's feedback
B. It helps to manage modem records
C. It helps to detect incidents
D. It supports Incident classification

Answer: D

Explanation:
The Service Configuration Management System (CMS), or Configuration Management Database (CMDB), is a critical tool in ITIL 4 that provides detailed information about the configuration items (CIs) in an organization and their relationships. In the context of Incident Management, this tool plays a crucial role in Incident Classification.
Supporting Incident Classification (Answer B - Correct): The CMS provides valuable information about the affected configuration items and their relationships with other services or components. This data is essential in classifying incidents, determining their impact, and assigning them to the appropriate support team. Accurate classification of incidents helps streamline the resolution process and ensures that the incident is handled by the right people from the start.
Detecting Incidents (Answer A - Incorrect): While the CMS contains valuable information about CIs, it is not typically used to detect incidents. Incident detection is usually handled by Monitoring and Event Management tools.
Managing Modern Records (Answer C - Incorrect): The CMS is not primarily used for managing records but for managing detailed data about the configuration items (CIs) and their interdependencies.
Supporting User Feedback Collection (Answer D - Incorrect): The CMS is not designed to collect user feedback. Feedback collection is more aligned with practices such as Service Desk or Service Level Management.
ITIL 4 Reference:
Service Configuration Management Practice: ITIL 4 emphasizes the use of CMS in providing accurate data on CIs to support the effective management of incidents, especially during classification.

NEW QUESTION # 79
What is the CORRECT description of a known error?

A. A repeatable approach to the management of a particular type of problem
B. An error which may cause, or has already caused, one or more incidents
C. A solution that reduces or eliminates the impact of one or more incidents
D. A problem that has been analysed but has not been resolved

Answer: D

Explanation:
In ITIL 4, a known error is defined as a problem that has been analyzed but not resolved. It is a condition where the cause of the problem is understood and documented, but a permanent solution has not yet been implemented. Known errors often have workarounds that can reduce the impact of the issue, but the underlying problem remains unresolved until further actions can be taken.
Other options:
A: Describes a workaround, not a known error.
C: Describes an incident, not a known error.
D: Refers to a process but does not define a known error.

NEW QUESTION # 80
......

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PEOPLECERT - ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL - ACCURATE ITIL 4 SPECIALIST: MONITOR, SUPPORT, FULFIL EXAM CERTIFICATION MATERIALS

Peoplecert - ITIL-4-Specialist-Monitor-Support-Fulfil - Accurate ITIL 4 Specialist: Monitor, Support, Fulfil Exam Certification Materials