ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL LATEST QUESTIONS, ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL REAL QUESTIONS

ITIL-4-Specialist-Monitor-Support-Fulfil Latest Questions, ITIL-4-Specialist-Monitor-Support-Fulfil Real Questions

ITIL-4-Specialist-Monitor-Support-Fulfil Latest Questions, ITIL-4-Specialist-Monitor-Support-Fulfil Real Questions

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q43-Q48):

NEW QUESTION # 43
Which capability level shows that the problem management practice is defined.
Achieve its purpose, and is integrated with other practices?

  • A. Level 4
  • B. Level 2
  • C. Level 3
  • D. Level 5

Answer: C

Explanation:
At capability level 3, a practice is defined, achieves its purpose, and is integrated with other practices. This level indicates that the practice is functioning consistently across the organization and that it has been formalized and integrated into the organization's processes.
Level 3 (Answer B - Correct): At this level, the problem management practice has been properly defined and integrated with other service management practices, such as incident management and change enablement. The organization has established workflows and procedures to ensure that problems are managed effectively.
Level 2 (Answer A - Incorrect): Level 2 reflects that the practice is in place but not fully defined or integrated with other practices.
Level 4 (Answer C - Incorrect): Level 4 indicates that the practice is quantitatively managed, with performance metrics and data used to drive continuous improvement.
Level 5 (Answer D - Incorrect): Level 5 reflects that the practice is optimized and fully integrated with other practices, with a strong focus on continual improvement.
ITIL 4 Reference:
Problem Management Practice Maturity: Capability levels help organizations assess the maturity of their practices, with level 3 representing a well-defined and integrated practice.


NEW QUESTION # 44
What output of the 'request fulfilment control' process serves as an input to the 'service request review and optimization' process?

  • A. Service catalogue
  • B. Policies and regulatory requirements
  • C. User survey results
  • D. IT asset information

Answer: C

Explanation:
The 'request fulfilment control' process involves tracking and managing the lifecycle of service requests, ensuring that they are fulfilled according to agreed service levels. Part of this process involves gathering feedback, often in the form of user survey results, which provide valuable insights into user satisfaction and the quality of service fulfillment.
User Survey Results: These results are critical for the 'service request review and optimization' process as they provide feedback that helps identify areas for improvement. Regular review of user feedback enables service providers to refine and optimize their request handling processes.
Option B ("User survey results") is the correct answer because feedback from users is a direct input that helps assess the performance and efficiency of the service request process, enabling continual improvement.
Incorrect Options:
Option A: Policies and regulatory requirements influence compliance but are not direct outputs of request fulfillment.
Option C: IT asset information relates more to asset management.
Option D: The service catalogue helps define available services but is not a primary output of request fulfillment.


NEW QUESTION # 45
The appropriate service request model is chosen as pad or which activity of the 'service request fulfillment control process?

  • A. Fulfil merit review
  • B. Ad hoc fulfilment control
  • C. Request categorization
  • D. Service request model initiation and control

Answer: C

Explanation:
In the service request fulfillment control process, the appropriate service request model is chosen during the request categorization activity. Categorizing the request helps determine the correct model or procedure to follow for fulfilling the request efficiently and appropriately. This ensures that the service request is aligned with pre-defined workflows, contributing to consistency and efficiency in handling similar types of requests.
Service request model initiation and control refers to starting and managing the model, but the categorization determines which model is appropriate.
Ad hoc fulfilment control and fulfilment review occur after the model has been selected.


NEW QUESTION # 46
Which statement about the third-parties role in incident management is CORRECT?

  • A. Incident models should define third parties' involvement in incident management
  • B. Interactions with third parties during incident management should be formalized as much as possible
  • C. Third parties should be excluded from incident management activities
  • D. Incident management activities should be delegated to third parties as much as possible

Answer: A

Explanation:
In ITIL 4, incident models provide predefined steps for handling incidents, including the roles and responsibilities of third parties. It is important that these models define how and when third parties are involved in incident management, ensuring their contribution is clear and that the process is efficient and effective.
Excluding third parties (Option A) is incorrect, as third parties often play a critical role, especially in complex services that involve external providers.
Delegating incident management (Option C) to third parties is only appropriate in specific contexts and not a general best practice.
While formalizing interactions (Option D) is important, it is secondary to clearly defining third-party roles in incident models.


NEW QUESTION # 47
Which two fields are typically included when a problem record is created?
1. Investigation results
2. Problem solution
3. Associated configuration items
4. Affected services

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

Answer: C

Explanation:
When a problem record is created, it typically includes information about the associated configuration items (CIs) and affected services. This information is crucial for understanding the scope of the problem and how it impacts the service infrastructure. Identifying CIs helps in root cause analysis, while affected services clarify the business impact.
Investigation results and problem solutions (Options 1 and 2) come later in the problem management process after the problem has been analyzed and resolved.


NEW QUESTION # 48
......

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