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Exam Questions ITIL-4-Specialist-Monitor-Support-Fulfil Vce & ITIL-4-Specialist-Monitor-Support-Fulfil Braindump Free

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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

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 5

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.

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q134-Q139):

NEW QUESTION # 134
How is service configuration management system used for incident handling and resolution?

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

Answer: B

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 # 135
A service provider wants to automatically create records and tasks if certain events happen. These can be incident records, maintenance tasks, change records, and others. Which automation system should the service provider use for this?

A. Workflow management system
B. Knowledge management system
C. Monitoring system built into the monitored component
D. Service configuration management system

Answer: A

Explanation:
A workflow management system automates the process of creating and managing records and tasks in response to specific events. This system can handle various types of tasks, such as creating incident records, initiating maintenance activities, or triggering change records, based on predefined workflows. It ensures that the appropriate actions are taken automatically when certain events are detected.
Automation through Workflow Management: This system allows for the seamless creation of tasks and records whenever an event occurs, improving efficiency and reducing the need for manual intervention.
Option B ("Workflow management system") is the correct answer because it automates the creation of incident records, maintenance tasks, and change records based on predefined event triggers.
Incorrect Options:
Option A (Knowledge management system): This system manages information and knowledge, not tasks or records.
Option C (Monitoring system built into the monitored component): This system detects events but does not handle task or record creation.
Option D (Service configuration management system): This system manages configuration items (CIs) but does not create records or tasks automatically.

NEW QUESTION # 136
Which of the following automation tolls will help to integrate service desk with other practice in the service provider's value streams?

A. Workflow management tools
B. Work prioritization tools
C. Reporting tools
D. Survey tools

Answer: A

Explanation:
Workflow management tools help integrate the service desk with other practices in the service provider's value streams by automating and managing the flow of tasks and information across different ITIL practices. These tools ensure that incidents, service requests, and changes flow seamlessly between the service desk and other functions such as incident management, problem management, and change enablement.
Workflow management tools ensure that tasks are assigned, monitored, and completed efficiently, promoting integration between service desk operations and other processes within the organization's service value system.
Survey tools and reporting tools are used for gathering feedback and generating insights, but they don't actively manage or integrate workflows between practices.
Work prioritization tools assist in task prioritization but don't facilitate integration between different practices in the value stream.

NEW QUESTION # 137
A service provider wants to separate records for problems under investigation and for known errors.
Which software tools will help to achieve this?

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

Answer: B

Explanation:
Workflow management and collaboration tools are used to track and manage the different statuses of problems, including problems under investigation and known errors. These tools help ensure that problems and known errors are handled using predefined workflows, allowing for clear separation of records. This also ensures that problems are moved through the correct processes until they are either resolved or logged as known errors.
Monitoring and event management tools track events and incidents but are not specifically designed for managing problem records.
Knowledge management tools store and provide access to information but do not manage workflows.
Service configuration management tools manage the configuration of services and assets, but they do not directly manage problem and known error records.

NEW QUESTION # 138
Which practice capability level indicates that the service desk practice achieves its purpose through a basic set of activities?

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

Answer: C

Explanation:
At Capability Level 1, a practice is considered to achieve its purpose through a basic set of activities. For the service desk, this means it meets its essential goal of managing service requests and incidents but may not yet include more advanced or optimized processes.

NEW QUESTION # 139
......

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Jack Fox Jack Fox

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